AI-Powered Contact Center Consult Lead

Kyndryl; Remote; GBP 128,000 - 245,000; Full time

Job summary

A global tech company is seeking a Global Digital Workplace Services Consult lead to drive AI-Powered Contact Center initiatives. The ideal candidate will have 10+ years in technology consulting with a strong background in workplace transformation and familiarity with major Contact Center technologies. This role offers the opportunity to work remotely while mentoring the next generation of consultants and driving customer and agent experience transformations. Competitive compensation packages and diverse work culture are provided.

Benefits

Comprehensive benefits package

Employee learning programs

Volunteering opportunities

Qualifications

• 10+ years in technology consulting or IT services.
• Deep expertise in Contact Center technologies.
• 5+ years experience partnering with Microsoft.
• Passionate about transforming customer and employee experiences.
• Strong business acumen linking technology to outcomes.

Responsibilities

• Develop propositions to drive new business.
• Collaborate across business for AI positioning.
• Drive sales and technical enablement for propositions.
• Own growth targets for DWS AI business.
• Mentor and inspire a new generation of experts.

Skills

Technology consulting experience

Workplace transformation

Expertise in Contact Center platforms

Partnering with Microsoft

Transforming customer experience

Business acumen

Collaboration in matrixed organizations

Identifying consulting-led revenue

Job description

Who We Are

At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

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.

What You’ll Do

• Develop consult‑led propositions to drive new businessfor 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 withkey partners such as Microsoft, Amazon, Five9, Interactions and any other key playersat global level, as well aswithin specific priority markets, positioning Kyndryl as partner of choice forthe transformation of Contact Centers
• Drive sales and technical enablement ofAI‑Powered Contact Centerconsult‑ledpropositions, includingmanaged services and cross‑practice opportunities
• Provide solution leadership and thought leadership during key client engagements
• Partner with Kyndryl alliances to execute strategic GTM activitiesprogrammatically and at scale
• Own growth targets for sales and revenue associated with the DWS AI‑Powered Contact Center businessand 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 existingcustomers,
• Lead with industry or function‑specific GTM narratives to resonate better with our clients, focusing on customer problemsand business outcomes rather than technology
• Identifyshort, medium and longer termskills needed to successfully scaleour AI‑Powered Contact Center business, anddevelop / implementstrategies to reskill, hire or develop talent
• Build brand presence and recognition as the leading partner to driveContact Center transformation
• Mentor and inspire a new generation ofAI‑Powered Contact Centerexperts.
• Work across the broader DWS consult team, ensuring that theAI‑Powered Contact CenterGTM aligns with the broader strategic priorities.

Kyndryl currently does not require employees to be fully vaccinated against COVID‑19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID‑19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

We don’t hire for a role - we hire for a journey. You’ll be empowered to work remotely, flexibly, and at your best. Your success is measured by what you create, not where you work from.

Must‑have capabilities

• 10+years experiencein technology consulting, workplacetransformationor IT services, with experience of the intersection between advisory and managed services
• Deepexpertisein workplace modernization technologies,primarily groundedin Contact Centerplatforms (CCaaS/ IVR) as well as conversational AI/NLP technologies, across all keyhyperscalerplatforms 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 technologiesand current knowledge/ experience of automation solutions such as conversational AI and agent assist
• 5+years experienceof partnering with Microsoft, including driving joint GTM activities withrelevanthyperscalers, and an understanding of initiatives such aspartnerincentivesand 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 experienceand deliver quantifiable business outcomes
• Strong business acumen, with the ability to link technology strategies to financial,operationaland business outcomes for customers
• Experience working in ahighly‑matrixedorganization, ideallyacross a large region or global.
• Partner with global sales and account teams to drive consulting‑led revenue forAI‑Powered Contact Center, aswellan ability toidentifyadjacent opportunities for both consult and managed services business.

Plus, You Bring

• Ability tooperateindependently 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 ofContact Centre technology,platformsand industry trends

Bonus Points For

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

Location

Remote‑first locations include: New York, Washington, Dallas, California, Canada, London, Madrid, Amsterdam.

Apply now if you’re ready to shape the future of AI – not just study it.

Let’s redefine what’s possible. Together.

#AgenticAI

The compensation range for the position in the U.S. is $173,280 to $329,280 based on a full‑time schedule. Your actual compensation may vary depending on your geography, job‑related skills and experience. For part‑time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following

work locations:

California (San Francisco Bay Area): $207,840 to $395,040

California (All Other): $190,560 to $362,160

Colorado: $173,280 to $329,280

Massachusetts: $173,280 to $362,160

New York City: $207,840 to $395,040

Washington: $190,560 to $362,160

Washington DC: $190,560 to $362,160

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. Note: If this is a sales commission‑eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program. Applications will be accepted on a rolling basis.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single‑handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state‑of‑the‑art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well‑being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support the activation of our equitable culture. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company‑wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non‑profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact’s Kyndryl email address.

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.