Kyndryl
AWSContactCenterL3
“AWS Contact Center L3 at Kyndryl. Skills: AWS Connect, Avaya Aura suite, Verint recording solution, Contact center operations, governance, team management, CCaaS solutions. Lead and manage a team of CCaaS professionals. Design, implement, and optimize contact centre solutions on AWS Connect”
What You'll Achieve.
ensure governance; drive operational excellence; Monitor and report on contact center performance metrics (e. g. , SLA, KPI, OLA); Ensure compliance with regulatory requirements and industry standards; delight our clients
Industry & Context.
Problem-solving and analytical skills
opportunity to travel
What They're Looking For.
Must Have
AWS Connect (design, implementation, optimization and Administration), 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
Nice to Have
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
What You'll Do.
Lead and manage a team of CCaaS professionals
and optimize 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
Drive and Document SOP
Monitor and report on contact center performance metrics (e. g.
Collaborate with stakeholders to identify and implement process improvements
Ensure compliance with regulatory requirements and industry standards
How You'll Work.
Team & Collaboration
Uniting and guiding stakeholders from clients, governance, and project executives to delivery and sometimes even the vendors who work with the client.; Collaborate with stakeholders to identify and implement process improvements; Stakeholder management internal & external.
Communication Scope
Communication and collaboration
Process & Methodology
understanding what’s needed and figuring out the best technical solution, delivering the right product on time and within budget
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