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Technical Program Manager - Contact Center as a Service [REMOTE]

Apply Job ID 513248BR Date posted 05/28/2022 Location(s) Warsaw, Poland; Krakow (City), Poland; Katowice, Poland; Wroclaw, Poland

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

We are looking for a rockstar with a background working as an Expert or Solution Leader for Cloud Contact Centers (CCaaS) solution. This person will be working in a global Offering team as an Offering Project Manager contributing with deep industry knowledge.

  • Enhance and expand the Contact Center as a service Offering to provide the best of solutions to Kyndryl customers.
  • Manage roadmap and features with focus on cognitive, analytics and automation concepts.
  • Work with the Engagement team to bring new features from concepts and prototypes through to finalized designs and released to customers
  • Define key metrics to track product usage, growth and KPIs for success.
  • Develop, publish and maintain the Offering Roadmap in collaboration and consultation with multiple cros functional teams across the company (Eg. Delivery, Development, Sales, Services, Solution Consulting etc.)
  • Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate them into Offering Roadmap.
  • Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.
  • Understand industry trends, emerging technologies, new user experience paradigms and competitor offerings and align product roadmap for differentiation and market leadership.
  • Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences.
  • Identify and partner with companies that can provide complementary functionality to the Five9 User Experience Applications.
  • Creation of customer documents such as Scope of work, Overview Guides, Solution Documents etc.
  • Costing for solution contents/services
  • Conduct Presentations & demos of solution concepts for Customers/Partners/Kyndryl Management at the management level.
  • Further development of solution scenarios in co-operation with other organizations like Product Management and Services.
  • Preparation and provision of information and documentation for multiplicative solutions.
  • Scope the services at the End-Customer, knowing from your experience what on top of the normal duties should be improved. Your tasks will include support of local PreSales/Sales teams with customer meetings, demos, costing of service, response RFI's and RFP's, etc.
  • Optimize processes to source, scope, and prioritize product requests from our GTM teams
  • Identify opportunities for improvement and drive process consistency across the different product teams
  • Partner with cross-functional stakeholders to understand tasks and deliverables that are essential for success and drive delivery of those tasks and deliverables
  • Monitor the project from initiation through delivery including planning and directing schedules
  • Facilitate conversations, organize cross functional activities, and drive consensus for complex, ambiguous problems with diverse, sometimes conflicting viewpoints
  • Mitigate project risk by proactively recognizing and communicating challenges, managing changes, and providing contingency plans that enable projects’ success
  • Document status reports including project progress, key milestones, tasks, accomplished, etc.
  • Communicate plans, progress, and updates to key stakeholders and leadership
What you can count on:
  • Multisport card
  • Private health care
  • Life insurance package
  • Discounts for Kyndryl employees
  • Free language courses
  • Wide range of benefits packages for parents and children
  • Sports activities & Team Events

Required Technical and Professional Expertise

• Extensive work experience with Cloud Contact Center Solutions (CCaaS) as a Solutions expert.
• Must have extensive Experience using CCaaS solutions such as Five9, NICE Cxone; Genesys Cloud, Amazon Connect or similar will be an Advantage
• Extensive experience in a Project or Program or Solution Management role in a Contact center as a service solutions.
• Must have able to run Presentations & demos to management level folks.
• Must have experience in Implementing, presenting and demonstrating scalable contact center solutions
• Must have experience in managing customer technical engagement and evolution
• Must have experience in Creating solutions at speed will be critical to stay ahead of the competition
• Must have experience in Analysing requirements and designing the appropriate customer solution
• Must have a hands-on approach and a willingness and aptitude to work from strategic product direction right through to detailed requirements definition.
• Must possess a strong combination of project management and communication skills
• Must be a self-starter possessing excellent time management skills and be able manage multiple initiatives simultaneously while requiring little or no oversight and/or direction
• Must have Excellent written and verbal skills
• Must have fluent Spoken and written English skills
• Must have worked in a customer facing profile or a senior management role with excellent Communication and Negotiation skills
• Must be Team and action oriented
• Must be Proactive in prioritizing own workload and be able to assign areas of responsibility to others
• Must be Excellent in time management

Preferred Technical and Professional Experience

  • Experience in all disciplines of Project Management
  • Project Management or Microsoft certifications
  • Experience in developing business plans, project plans, budgets, and roadmaps
  • Good understanding of the market trends, completion, workplace strategies
  • Project management including, cross functional team of architects, sales, marketing and alliances towards the business goals
  • Experience in driving programs with alliance teams to achieve premier partnerships

Required Education

Bachelor's Degree

Preferred Education

Bachelor's Degree

Eligibility Requirements

Bachelor's Degree

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

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Primary Job Category

Project Management

Role (Job Role)

Project Manager

Employment Type


Contract Type


Position Type


Travel Required

Up to 40% or 2 days a week (home on weekends- based on project requirements)


(Y110) Kyndryl Global Services Delivery Centre Polska Sp. Z.o.o.

Is this role a commissionable / sales incentive based position