Kyndryl · 4 hours ago
Digital Workplace Services – AI-Powered Contact Center Consult Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
$173K/yr - $329K/yr
10+ years expKyndryl is a company that designs, builds, manages, and modernizes technology systems. They are seeking a Global Digital Workplace Services Consult Lead for AI-Powered Contact Center to drive business transformation and enhance customer experiences using modern Contact Center technology.
Information Technology & Services
Responsibilities
Develop consult-led propositions to drive new business for AI-Powered Contact Centers
Work collaboratively across our business to position Copilot as the UX for AI, identifying connections into broader Kyndryl AI propositions and offerings
Develop joint GTM initiatives with key partners such as Microsoft, Amazon, Five9, Interactions and any other key players at global level, as well as within specific priority markets, positioning Kyndryl as partner of choice for the transformation of Contact Centers
Drive sales and technical enablement of AI-Powered Contact Center consult-led propositions, including managed services and cross-practice opportunities
Provide solution leadership and thought leadership during key client engagements
Partner with Kyndryl alliances to execute strategic GTM activities programmatically and at scale
Own growth targets for sales and revenue associated with the DWS AI-Powered Contact Center business and drive operational management and sales/tech enablement activity to meet targets
Ensure alignment of our consult-led propositions with managed services, including providing thought leadership across our existing customers
Lead with industry or function-specific GTM narratives to resonate better with our clients, focusing on customer problems and business outcomes rather than technology
Identify short, medium and longer term skills needed to successfully scale our AI-Powered Contact Center business , and develop / implement strategies to reskill, hire or develop talent
Build brand presence and recognition as the leading partner to drive Contact Center transformation
Mentor and inspire a new generation of AI-Powered Contact Center experts
Work across the broader DWS consult team, ensuring that the AI-Powered Contact Center GTM aligns with the broader strategic priorities
Qualification
Required
10+ years experience in technology consulting, workplace transformation or IT services, with experience of the intersection between advisory and managed services
Deep expertise in workplace modernization technologies, primarily grounded in Contact Center platforms (CCaaS / IVR) as well as conversational AI/NLP technologies, across all key hyperscaler platforms including Amazon Connect, Microsoft Dynamics Customer Service, Five9, Genesys, and any other key players in the Contact Center space
Strong technical background in a wide range of Contact Center technologies and current knowledge/experience of automation solutions such as conversational AI and agent assist
5+ years experience of partnering with Microsoft, including driving joint GTM activities with relevant hyperscalers, and an understanding of initiatives such as partner incentives and accreditations; evidence of success driving joint GTM at both global and field level
Passionate about transforming both customer and employee experience, with experience of improving both customer and agent experience and deliver quantifiable business outcomes
Strong business acumen, with the ability to link technology strategies to financial, operational and business outcomes for customers
Experience working in a highly-matrixed organization, ideally across a large region or global
Partner with global sales and account teams to drive consulting-led revenue for AI-Powered Contact Center, as well as an ability to identify adjacent opportunities for both consult and managed services business
Preferred
Ability to operate independently and collaborate within a high-trust, low-hierarchy team
Best-in-class customer journey design and implementation experience, as well as a strong understanding of the agent experience
A broader understanding of Contact Centre technology, platforms and industry trends
Certifications in relevant vendors
Technical eminence and recognized as a thought leader with activities such as blogging, podcasts or speaking at conferences
Benefits
Medical and dental coverage
Disability
Retirement benefits
Paid leave
Paid time off
Company
Kyndryl
Kyndryl is an information technology and services company.
10001+ employees
H1B Sponsorship
Kyndryl has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (37)
2024 (35)
2023 (20)
2022 (39)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-02-20Post Ipo Debt· $500M
2021-11-04IPO
Leadership Team
Antoine Shagoury
Global Chief Technology Officer
David B. Wyshner
Chief Financial Officer
Recent News
2026-01-09
2026-01-06
Company data provided by crunchbase