Hobbsnews
Digital Workplace Services – AI-Powered Contact Center Consult Lead
Hobbsnews, San Francisco, California, United States, 94199
Who We Are
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 – pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
The Role As the Global Digital Workplace Services (DWS) Consult Lead for AI‑Powered Contact Center, you will own and evolve the go‑to‑market and shape transformational business outcomes for customers leveraging the ecosystem of tools and platforms that comprise a modern AI‑Powered Contact Center.
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.
Qualifications – Must‑Have Capabilities
10+ years experience in technology consulting, workplace transformation or IT services, with experience at 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.
Strong technical background in a wide range of Contact Center technologies and automation solutions such as conversational AI and agent assist.
5+ years experience partnering with Microsoft, including driving joint GTM activities with relevant hyperscalers, understanding 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, able 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, and identify adjacent opportunities for both consult and managed services.
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, strong understanding of the agent experience.
Broader understanding of Contact Centre technology, platforms and industry trends.
Certifications in relevant vendors (bonus points).
Technical eminence and recognized as a thought leader with activities such as blogging, podcasts or speaking at conferences (bonus points).
Location Remote‑first. Locations include: New York, Washington, Dallas, California, Canada, London, Madrid, Amsterdam.
Apply Now Apply now if you’re ready to shape the future of AI — not just study it. Let’s redefine what’s possible. Together.
Diversity 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.
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 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 the activation of our equitable culture.
Compensation The compensation range for the position in the U.S. is $173,280 to $329,280 based on a full‑time schedule. For part‑time roles, the compensation will be adjusted appropriately. This position will be eligible for Kyndryl’s discretionary annual bonus program and a comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program. Applications will be accepted on a rolling basis.
Location‑Specific Ranges
California (San Francisco Bay Area): $207,840 to $395,040
California (All other): $190,560 to $362,160
Colorado: $173,280 to $329,280
Massachusetts: $173,280 to $362,160
New York City: $207,840 to $395,040
Washington: $190,560 to $362,160
Washington DC: $190,560 to $362,160
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The Role As the Global Digital Workplace Services (DWS) Consult Lead for AI‑Powered Contact Center, you will own and evolve the go‑to‑market and shape transformational business outcomes for customers leveraging the ecosystem of tools and platforms that comprise a modern AI‑Powered Contact Center.
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.
Qualifications – Must‑Have Capabilities
10+ years experience in technology consulting, workplace transformation or IT services, with experience at 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.
Strong technical background in a wide range of Contact Center technologies and automation solutions such as conversational AI and agent assist.
5+ years experience partnering with Microsoft, including driving joint GTM activities with relevant hyperscalers, understanding 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, able 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, and identify adjacent opportunities for both consult and managed services.
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, strong understanding of the agent experience.
Broader understanding of Contact Centre technology, platforms and industry trends.
Certifications in relevant vendors (bonus points).
Technical eminence and recognized as a thought leader with activities such as blogging, podcasts or speaking at conferences (bonus points).
Location Remote‑first. Locations include: New York, Washington, Dallas, California, Canada, London, Madrid, Amsterdam.
Apply Now Apply now if you’re ready to shape the future of AI — not just study it. Let’s redefine what’s possible. Together.
Diversity 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.
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 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 the activation of our equitable culture.
Compensation The compensation range for the position in the U.S. is $173,280 to $329,280 based on a full‑time schedule. For part‑time roles, the compensation will be adjusted appropriately. This position will be eligible for Kyndryl’s discretionary annual bonus program and a comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program. Applications will be accepted on a rolling basis.
Location‑Specific Ranges
California (San Francisco Bay Area): $207,840 to $395,040
California (All other): $190,560 to $362,160
Colorado: $173,280 to $329,280
Massachusetts: $173,280 to $362,160
New York City: $207,840 to $395,040
Washington: $190,560 to $362,160
Washington DC: $190,560 to $362,160
#J-18808-Ljbffr