Digital Workplace Services – AI-Powered Contact Center Consult Lead in London

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. 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. 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 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.

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

Your Future at Kyndryl: 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 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 delivering 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.

Plus, You Bring

• 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.

Bonus Points For

• Certifications in relevant 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.

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. 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 you and your family through the moments that matter – wherever you are in your life journey. 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.