AWS Contact Center

Kyndryl; Dadri; Hybrid; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Be Well program

Job summary

Kyndryl is seeking an experienced CCaaS Lead to oversee our contact centre operations, leveraging AWS Connect, Avaya Aura, and Verint recording. You will lead a team, ensure governance, and drive operational excellence from design through delivery.

The role emphasizes governance, metrics, and cross‑functional collaboration, with a hybrid work culture and opportunities for growth in enterprise cloud solutions.

Qualifications

• Experience in CCaaS operations and contact centre governance.
• CCaaS certifications (e.g., AWS Connect) preferred.
• Strong leadership and stakeholder management capabilities.

Responsibilities

• Lead and manage a CCaaS team of professionals.
• Design, implement, and optimise AWS Connect contact centre solutions.
• Manage Avaya Aura suite and Verint recording for QA and compliance.
• Develop governance policies, SOPs, and technical documentation (LLD/HLD/IDD).
• Monitor and report on SLA/KPI/OLA metrics.
• Collaborate with stakeholders to identify process improvements.
• Ensure regulatory compliance and industry standards.

Skills

AWS Connect design

Avaya Aura

Verint recording

CCaaS governance

Team leadership

AI/ML awareness

Tools

AWS Connect

Verint

Job description

Who We Are

At Kyndryl, we run and reimagine the mission‑critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI‑powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well‑being is prioritised and your potential can thrive.

Infrastructure Architects Role

The Role Infrastructure Architects are the key link between Kyndryl and our clients. You’re in a technical leadership role, uniting and guiding stakeholders from clients, governance, and project executives to delivery and sometimes even the vendors who work with the client. You’ll be there from the start of a project — understanding what’s needed and figuring out the best technical solution. And you’ll be there at the finish, delivering the right product on time and within budget. As an Infrastructure Architect, you’ll draw upon the full breadth of your talent and experience. This is a technical leadership role, so we want you to bring your vision, knowledge, and leadership to each project. To the client, you’re the subject matter expert – consulting early, gathering inputs, understanding what they need from our solution. You define what Kyndryl can do to meet this solution. You design the best solution for the job. And finally, you’re the tech leader for implementation.

At Kyndryl we support all major cloud platforms, so you’ll get the chance to use everything you know – and then some. You’ll also become expert at knowing when and how to call on other SMEs outside your wheelhouse. Thinking your way around pre‑existing limitations will grow your creativity and flexibility. You’ll learn a lot here, and if you want to work toward certifications there are plenty of opportunities.

The rewards for all this are many. You’ll get to influence, create, and deliver something from start to finish. You will have the power to delight our clients.

Your future at Kyndryl

This role opens the door to many career paths, both vertical and horizontal, and there may be opportunity to travel. It’s a great chance for database administrators or other techs to break into the cloud. It’s also a solid path to become enterprise or chief architect or a distinguished engineer! Whatever you see for yourself, you’ll find the opportunity here.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer‑focused – someone who prioritises customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

We welcome people of all cultures, backgrounds, and experiences.

Job Summary

We are seeking an experienced CCaaS Lead to oversee our contact centre operations, leveraging expertise in AWS Connect, Avaya Aura suite, and Verint recording solution. The ideal candidate will lead a team, ensure governance, and drive operational excellence.

Key Responsibilities

• Lead and manage a team of CCaaS professionals
• Design, implement, and optimise contact centre solutions on AWS Connect
• Manage and maintain Avaya Aura suite (including Avaya Contact Center, Avaya Aura Communication Manager)
• Implement and administer Verint recording solution for quality assurance and compliance
• Develop and enforce governance policies, procedures, and standards
• Drive and document SOP, OPS manuals, LLD, HLD, IDD
• Monitor and report on contact centre performance metrics (e.g., SLA, KPI, OLA)
• Collaborate with stakeholders to identify and implement process improvements
• Ensure compliance with regulatory requirements and industry standards

Required Skills

• Primary Skill: AWS Connect (design, implementation, optimisation and Administration)
• Secondary Skill: Avaya Aura suite (administration and configuration)
• Verint recording solution (implementation and administration)
• Contact centre operations, governance, and team management
• Level3 skills in CCaaS solutions
• Sound understanding of AI/ML

Preferred Qualifications

• 15+ years of experience in contact centre operations or related field
• CCaaS certifications (e.g., AWS Connect)
• Experience with workforce management, reporting, and analytics tools

Soft Skills

• Leadership and team management
• Stakeholder management internal & external.
• Communication and collaboration
• Problem‑solving and analytical skills
• Adaptability and flexibility

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid‑friendly culture that supports your well‑being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalised development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in‑demand skills to grow your career and achieve your ambitions with access to cutting‑edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands‑on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that.

Final thoughts

We achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.