Director, Consult Partner - Contact Center - Healthcare or SLED

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always 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

Who We Are

Kyndryl Consult is the fastest growing business within the organization and instrumental to the company's strategic growth objectives. You will play a key leadership role across multi-disciplinary teams, guiding them through complex consulting engagements and be responsible for creating and positioning strategic change agendas within Kyndryl's largest accounts across the C-suite, spanning the intersection between complex Business and IT customer solutions, transformations that impact across the entire customer Eco-system.

As a Consult Partner, we are seeking a dynamic and experienced individual to lead strategic sales and consulting engagements focused on transforming Contact Center operations for enterprise organizations, particularly those in the Healthcare or State or Local Government and / or Educational (SLED) spaces. This role involves working with teams of subject matter experts (SMEs) to deliver innovative solutions that enhance customer journeys, improving customer technology operations, and integrate cutting-edge capabilities such as Agentic AI. The ideal candidate will have a strong background in Customer Experience, BPO models, and / or CCaaS transformation programs with a passion for driving measurable business outcomes.

Contribute to Profitable Growth :

Drive significant financial outcomes through signings and revenue targets

Ensure sustained growth and profitability, managing margin expectations and backlog growth

Support the identification, pursuit and conversion of a pipeline of business development opportunities

Undertake scoping and fee negotiation on engagements, while enduring profitability and understanding and containing risk

Client Engagement :

Lead 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 goals.

Integrate 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 Excellence :

Achieve individual and team utilization targets

Lead the design of complex engagements and take responsibility for oversight of delivery, ensuring high performance and customer satisfaction

Leadership, Management, People :

• Lead by example; Fostering a culture of continuous personal and professional development and challenging our people to be curious and innovative and supportive for each other. At the same time ensuring that all outcomes are commercially focused, value adding and effectively executed

Strategic Contribution :

Utilize 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 capital

Kyndryl 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 respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

Required Skills and Experience

10+ 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.

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 integrations.

The 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 your 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 state, city or local minimum wage requirement. There is a different applicable compensation range for the following work locations :

California : $175,080 to $343,920

Colorado : $159,240 to $286,560

New York City : $191,040 to $343,920

Washington : $175,080 to $315,240

Washington DC : $175,080 to $315,240

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 which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. Note : 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 You

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. But we're not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

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, new processes, 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 you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' 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.