AWS Contact Center
Kyndryl (company site, opens in a new tab)15+ yrsNoidaOn-siteDirect career pageEst. 30–55 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a team responsible for design, implementation, and optimization of AWS Connect based contact center solutions.
- Administer and maintain Avaya Aura suite and Verint recording solutions ensuring governance, compliance, and operational performance.
- Develop, document, and enforce SOPs, manuals, and governance policies while monitoring contact center SLAs, KPIs, and OLAs for continuous improvement.
Minimum Requirements
- Primary technical expertise in AWS Connect: design, implementation, optimization, and administration.
- Experience with Avaya Aura suite (administration and configuration) and Verint recording solution (implementation and administration).
- 15+ years of experience in contact center operations or related field.
- Work Experience Required: 15+ years in contact center operations or related field.
Ideal Candidate Profile
- Experienced leader capable of managing and guiding CCaaS teams with strong stakeholder management skills.
- Technical proficiency with CCaaS Level 3 skills, including AI/ML understanding and workforce management/reporting analytics.
- Certified in CCaaS (e.g., AWS Connect) with strategic focus on governance, compliance, and operational excellence.