Director, Consult Partner - Contact Center - ...

OverviewWho We Are: At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. We are driven to move forward and build a more equitable, inclusive world for our employees, customers and communities.The Role: Kyndryl Consult is the fastest growing business within the organization and instrumental to the company’s strategic growth objectives. You will lead multi-disciplinary teams through complex consulting engagements and create and position strategic change agendas within Kyndryl/'s largest accounts across the C-suite, spanning the intersection between complex business and IT solutions and transformations that impact the entire customer ecosystem.As a Consult Partner, we seek a dynamic and experienced individual to lead strategic sales and consulting engagements focused on transforming contact center operations for enterprise organizations, particularly in Healthcare, State or Local Government, and/or Educational (SLED) spaces. This role involves working with teams of subject matter experts to deliver innovative solutions that enhance customer journeys, improve customer technology operations, and integrate capabilities such as Agentic AI. The ideal candidate has a strong background in Customer Experience, BPO models, and/or CCaaS transformation programs with a focus on driving measurable business outcomes.ResponsibilitiesContribute to Profitable Growth:Drive significant financial outcomes through signings and revenue targetsEnsure sustained growth and profitability, managing margin expectations and backlog growthSupport the identification, pursuit and conversion of a pipeline of business development opportunitiesUndertake scoping and fee negotiation on engagements, while ensuring profitability and managing riskClient EngagementLead C-level client engagements and consultative sales for large enterprise contact center transformations.Guide cross-functional consultants to design and implement customer experience (CX) transformation strategies.Drive modernization of contact center technology platforms, including cloud-based CCaaS adoption and AI/ML integration.Collaborate with clients to redesign customer journeys and improve service delivery across all touchpoints.Develop and execute transformation roadmaps aligned with client business models and strategic tegrate Agentic AI and machine learning technologies into contact center workflows (e.g., agent assist, conversational AI, predictive outreach).Design omnichannel orchestration strategies (voice, chat, SMS, app) and workflow-driven architectures.Deliver measurable outcomes such as improved first-call resolution, reduced handle time, and enhanced customer satisfaction.Operational ExcellenceAchieve individual and team utilization targetsLead the design of complex engagements and oversee delivery to ensure high performance and customer satisfactionLeadership, Management, PeopleLead by example; foster a culture of continuous personal and professional development, encouraging curiosity and collaboration, while ensuring commercial focus and value deliveryStrategic ContributionUtilize industry and technology expertise to shape and drive the company’s strategic initiatives.Align with Kyndryl’s strategic vision and contribute to its execution.Drive external eminence and innovation, establishing a strong personal and organizational brand in the industry.Proactively develop thought leadership and intellectual capitalKyndryl 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 policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.Who You AreRequired Skills and Experience10+ years of experience in sales, consulting, services or transformation roles within CX, BPO, or CCaaS domains.Proven track record of leading large-scale transformation programs for enterprises with 10,000+ contact center agents.Strong leadership and transformation skills.Deep understanding of contact center technologies and customer experience strategies.Experience with AI/ML and Generative AI applications in contact center environments.Excellent communication, presentation, and stakeholder management skills with C-Level.Healthcare industry experience is a strong plus, especially in payer/provider operations and care management workflows.Preferred Qualifications:15+ years’ experience in contact center sales, consulting, services, or transformation initiatives.Previous experience in leading healthcare-focused journey redesign from eligibility verification to care management.Align contact center transformation with healthcare business models including value-based care, STAR ratings, and cost containment.Embed intelligent workflows into real-time call flows to support care gap closure and faster resolution.Partner with CCaaS architects to build future-proof architectures with EHR, CRM, and claims system pensation and BenefitsThe compensation range for the position in the U.S. is $159,240 to $286,560 based on a full-time schedule. Your actual compensation may vary depending on geography, job-related skills and experience. For part-time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable minimum wage. There is a different compensation range for the following work locations: California, Colorado, New York City, Washington, Washington DC with ranges listed in the original posting.This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and PTO. 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.Being YouDiversity is a whole lot more than appearance; it/'s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. We foster an inclusive workplace through our Inclusion Networks and strive to enable everyone to bring their whole self to work. This is the Kyndryl Way.What You Can ExpectWith state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, relationships, and value. We offer benefits that reflect the diversity of our employees and support you and your family. Our learning programs provide access to certifications (e.g., Microsoft, Google, Amazon, Skillsoft). Through volunteering and giving platforms, you can contribute to non-profits and communities. Kyndryl invests in you so that together we succeed.Get ReferredIf you know someone who works at Kyndryl, select Employee Referral during application and enter your contact/'s Kyndryl email address.Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status. #J-18808-Ljbffr

Created: 2025-10-08