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
Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure - good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally "figuring it out." This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.
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There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn't specific to any one platform, so you'll need a good feel for all of them. And because of this, you'll experience variety and growth at Kyndryl that you won't find anywhere else.
You'll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges - in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That's the kind of impact you can have!
This is a project-based role where you'll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you'll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won't be an issue.
Your future at Kyndryl
There are lots of opportunities to gain certification and qualifications on the job, and you'll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.
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
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
Responsibilities
• Responsibility for the design, implementation, and maintenance of our Mitel/Unify Voice platform.
• You will work closely with cross-functional teams and work on critical Voice Projects and Complex MACD work.
• Design, Implement, and Lead State Agency new office builds and transition to Mitel/Unify Openscape Platform.
• Configure and customize Mitel/Unify OpenScape application for optimal performance and functionality
• Develop and maintain call flows, IVR scripts, and routing strategies within Mitel/Unify OpenScape.
• Monitor performance and troubleshoot any issues that arise
• Perform hands-on management of cloud infrastructure and automation tools
• Provide support for tickets and requests related to voice applications and services, troubleshooting issues and delivering effective solutions
• Deliver excellent customer service during the troubleshooting process, ensuring timely issue resolution
• Train T1 Engineers on new voice applications and services as needed
• Collaborate with Engineers, Colleagues, Vendors, and Stakeholders to implement new voice services and enhance existing ones
• Follow project management best practices, completing support tasks and follow-ups during voice system installations and upgrades
• Assist with routine maintenance and testing procedures to ensure system performance and minimize downtime
• Monitor system performance to ensure compliance with industry standards and best practices
Qualifications
• Document configurations, procedures, and policies, contributing to knowledge management and process improvement
• Bachelor's/master's degree in computer science, Information Technology, or a related field
• Proven experience with Mitel/Unify OpenScape Platform
• Proficiency with 3rd Party Voice Applications, ASC, Calabrio, and Impact Technologies
• Strong understanding of contact center operations and telephony concepts
• Familiarity with technologies such as Mitel, Unify, Atos, Cisco, RightFax, RedSky, Lumen/Verizon SIP Trunks SBC, Intrado, Microsoft Teams for Voice, Unified Calling, etc.,
• Strong troubleshooting skills for diagnosing and resolving issues related to Mitel/Unify and 3rd party voice applications, infrastructure, and integrations.
• Excellent problem-solving skills with keen attention to detail
• Effective communication and collaboration skills for working with cross-functional teams
Required Technical and Professional Experience
• Must have 5-10 years of voice experience with Call Centers and Voice Applications. Candidates with Mitel/Unify and OpenScape Platform preferred.
• Must have 5-10 years with configuring UC solution, deployment updates, system maintenance, troubleshooting, VOIP, and security protocols. Candidate must poses these skillsets to be considered.
• Must have 5-10 years with network troubleshooting, QOS, policy and licensing
• Must be able to successfully handle a dynamic workload with minimal intervention from Management.
The compensation range for the position in the U.S. is $120,360 to $228,840 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: $132,480 to $274,560
Colorado: $120,360 to $228,840
New York City: $144,480 to $274,560
Washington: $132,480 to $251,640
Washington DC: $132,480 to $251,640
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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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.