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Contact Centre Consultant

Apply Job ID 562466BR Date posted 06/11/2022 Location(s) Calgary, Canada; Ottawa, Canada; Toronto, Canada; Montreal, Canada; Markham, Canada; Edmonton, Canada; Québec, Canada; Vancouver, Canada; Winnipeg, Canada; Halifax, Canada; Regina, Canada; Florenceville-Bristol, Canada

Why Kyndryl

Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.

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Your Role and Responsibilities

The Contact Centre Practice is a global consulting agency that builds digital solutions designed to create results. We specialize in leading contact centre and CTI technologies such as Five9, Amazon Connect, Microsoft Anywhere 365, and Genesys among others, but our clients come to us for so much more than our technical expertise. We serve a community of future-focused industry leaders dedicated to building the next generation of digital experiences.

The Contact Centre Consultant is responsible for translating the client’s business requirements into specific system, application or process designs for large, complex or leading-edge solutions. This includes working with client personnel to identify functional requirements, lead others in the identification, justification, design and implementation of the client’s contact centre. Application solutions are based on Contact Centre Platforms, Omnichannel Routing, Reporting, Digital and Social Media channels, Computer to Telephony (CTI) and Voice Automation (IVR/A) technologies.

This role will contribute to the development and delivery of solutions to multiple industries, based on first-hand experience. Candidates will understand the challenges faced by the cloud-based solutions today and will be inspired by the opportunity to work in a team to develop new processes and technologies to overcome these challenges. You should have a proven ability to bring consulting experience to Contact Centre solutions, particularly industry leading solutions such as Amazon Connect, Five9 and Genesys plus MS Teams integration into ne

Required Technical and Professional Expertise

Record of delivery with both business & IT organizations
Critical Reasoning & Problem Solving
Strong Oral & Written Communication Skills
Experience with latest enterprise cloud Contact Centre as a Service (CCaaS) providers ( Amazon Connect, Five9, Genesys) to support evaluation/proof of concept, selection, workflows, planning, implementation, and management.
Experience with adjacent Contact Centre applications and integrations including workforce management (WFM), quality management (QM), display boards and reporting tools with expertise in call routing, call recording, IVR/self-service, scripting and workforce management.
Have Contact Center Vendor certifications

Preferred Technical and Professional Experience

At least 3 years’ industry experience
A background in consulting or professional services industries is highly desirable
Design, configure, develop, and support conversational IVR’s, & chabot’s leveraging Contact Centre as a Service (CCaaS) Architect tool and services.
Lead implementation of inbound & outbound solutions, QM recording, WFM, Omni-Channel , Analytics, customer journeys, and reporting,
lead implementation of API / Web Service integrations to back-end systems (REST, JSON, and SQL database)
Must have the ability to work in Canada without sponsorship.

Required Education

Associate's Degree/College Diploma

Preferred Education

Associate's Degree/College Diploma

Eligibility Requirements

Associate's Degree/College Diploma

Being You @ Kyndryl

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.

Other things to know

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, and Syria) on a work permit, you are not eligible for employment in this position.

Primary Job Category


Role (Job Role)

IT Management Consultant

Employment Type


Contract Type


Position Type


Travel Required

Some travel may be required based on business demand


(Y009) Kyndryl Canada Limited

Is this role a commissionable / sales incentive based position