Kyndryl
Noida, Uttar Pradesh, India Posted 2d ago
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. As an Infrastructure Architect, you will act as a technical leader uniting and guiding stakeholders from clients, governance, and project executives to delivery.
Key Responsibilities
Lead and manage a team of CCaaS professionals.
Design, implement, 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, 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.
Requirements
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.
