Digital Workplace Services – AI-Powered Contact Center Consult Lead

Kyndryl

1d•$173,280 - $329,280•Remote

About The Position

As the Global Digital Workplace Services (DWS) Consult lead for AI-Powered Contact Center, you’ll be responsible for owning and evolving the AI-Powered Contact Center go-to-market, shaping transformational business outcomes for customers leveraging the ecosystem of tools and platforms that comprise a modern AI-Powered Contact Center. We're solving real-world problems at a massive scale — powered by creativity, precision, and a shared obsession with what’s next. You’ll be part of the global DWS consult leadership team, responsible for driving one of our key growth plays leveraging our strategic relationship with key hyperscaler and ecosystem partners, helping clients transform both the agent and customer experience using modern Contact Center technology.

Requirements

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 an ability to identify adjacent opportunities for both consult and managed services business.
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

Nice To Haves

Certifications in relevant vendors
Technical eminence and recognized as a thought leader with activities such as blogging, podcasts or speaking at conferences.

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.