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Company

Kyndryl · 1 day ago

Associate Director, IT/Cloud Consulting, Contact Center Consultant

New York, NY

Full-time

Remote

Mid, Senior Level

$134K/yr - $255K/yr

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Information Technology & Services

H1B Sponsor Likely

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Responsibilities

Lead the delivery of consulting engagements for Digital Workplace technologies and platforms, focusing on IT Support Services, Service Desk modernization, and Contact Center modernization.

Develop and implement complex solutions, including strategy and roadmap design, architecture deployment, and continuous improvement initiatives.

Conduct client workshops, capability assessments, maturity assessments, and develop strategies and roadmaps for service desk and contact center solutions.

Migrate and implement solutions, ensuring seamless integration and adoption of new technologies.

Provide technical expertise in ServiceNow, Amazon Connect, Genesys, Virtual Agent, and Generative AI implementation or other major contact center expertise to drive innovation and transformation.

Design and lead the migration and modernization of on-premises contact center solutions to cloud-based platforms.

Collaborate with cross-functional teams to identify opportunities for innovation and transformation in service desk and contact center operations.

Ensure the continuous training and optimization of virtual agents and AI-driven solutions to enhance customer service capabilities.

Stay up-to-date with the latest industry trends and best practices in service desk and contact center technologies.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ServiceNowAmazon ConnectGenesysGenerative AI implementationIT Support ServicesService Desk modernizationContact Center modernizationAmazon LexServiceNow ITSMConsulting engagementsIntent analysisConversational chatbotsCCaaS solutionsWorkforce managementPerformance metricsOn-premises implementationsCloud-based implementationsAWS Associate Level certificationServiceNow CMDBServiceNow HR Service DeliveryAPI managementStrategy developmentRoadmap designClient engagement managementEngagement findings articulationWhiteboard sessionsHands-on demosPrototypingProof of concepts

Required

Proven experience in IT Support Services, Service Desk modernization, and Contact Center modernization.

Deep technical expertise in ServiceNow, Amazon Connect, Genesys, Virtual Agent, and Generative AI implementation.

Strong understanding of call flows, IVR trees, email and chat channel designs, and contact center operations.

Hands-on experience with Amazon Connect and Amazon Lex, including setting up pilots and proof of concepts.

Experience with intent analysis and conversational chatbots.

Proficiency in building and implementing Amazon Connect CCaaS solutions.

Commercial modeling and sizing capabilities for Amazon Connect Contact Centers.

Comprehensive understanding of Amazon Connect workforce management and performance metrics.

Experience with both on-premises and cloud-based implementations of major vendor offerings.

Excellent verbal, written, and presentation skills.

Ability to work collaboratively and productively with globally dispersed teams.

Self-driven, detail-oriented, and able to manage ambiguity while producing tangible results.

At least one AWS Associate Level certification is preferred.

High School Diploma/GED is required.

Preferred

Bachelor's Degree is preferred.

At least one AWS Associate Level certification is preferred.

Benefits

Medical and dental coverage

Disability

Retirement benefits

Paid leave

Paid time off

Company

Kyndryl

Glassdoor

3.8

Kyndryl is an information technology and services company.

Founded in 2021

New City, New York, USA

10001+ employees

https://www.kyndryl.com

H1B Sponsorship

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Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (11)

2022 (33)

2021 (11)