CCaaS Lead - AWS Connect & Avaya

Kyndryl India; Dadri; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Kyndryl India seeks an experienced CCaaS Leader to oversee our contact center operations in Noida, with deep expertise in AWS Connect, Avaya Aura, and Verint recording solutions.

You will lead a team, ensure governance, drive operational excellence, and collaborate with stakeholders to optimize processes while complying with regulatory standards.

Qualifications

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

Responsibilities

• Lead and manage a team of CCaaS professionals
• Design, implement, and optimize contact centre solutions on AWS Connect
• Implement and administer Verint recording solution for QA and compliance
• Develop governance policies, procedures, and standards
• Document SOPs, OPS manuals, LLD, HLD, IDD
• Monitor SLA, KPI, OLA and report on contact center performance
• Collaborate with stakeholders to identify and implement improvements
• Ensure regulatory compliance and industry standards

Skills

AWS Connect

Avaya Aura

Verint

CCaaS

Governance

Team management

AI/ML basics

Job description

Job Posting Title: AWS Contact Center L3

Location: Noida

Shift and Schedule: 5 Days office Rotational Shift

Note: Immediate Joiners only Apply this position with 30 days of notice period

Job Description Summary:

• Responsible for the overall success of the technical solution from construction, implementation and system integration in a technology, industry or business specialty. Deliver new and complex high quality solutions to clients in response to varying business requirements.

Job Summary:

We are seeking an experienced CCaaS Lead to oversee our contact center 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 optimize contact centre solutions on AWS Connect
• 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 center 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, optimization and Administration)
• Secondary Skill: Avaya Aura suite (administration and configuration)
• Verint recording solution (implementation and administration)
• Contact center operations, governance, and team management
• Level 3 skills in CCaaS solutions
• Sound understanding of AI /ML

Preferred Qualifications:

• 15+ years of experience in contact center 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.