Office 365/Collaboration speciallist - Enterprise Voice

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

The Workplace Collaboration technical analyst possesses basic/ advanced expertise in one or more communication and collaboration technologies, both on-premises and in the cloud. This role encompasses proficiency with widely used tools from Microsoft (Office 365 Suite, Exchange, SharePoint, OneDrive, MS Teams, Yammer, AD/AAD, etc.), Cisco (WebEx, Jabber, etc.), HCL (Domino), among others.

Individuals in this position serve as a technical escalation point for Workplace Collaboration and provide technical leadership to internal delivery teams, customers, and Kyndryl Account Teams during all technical discussions, major incidents, and complex RFS activities. They collaborate closely with customers to assess IT environments, address technological gaps, create remediation plans, and offer informed technical recommendations.

Workplace Collaboration technicians are accountable for maintaining the stability of the customer's collaboration environment, overseeing and implementing environmental changes with minimal impact to business operations. They lead efforts to resolve major incidents, deliver technical solutions within agreed SLA timeframes, conduct skills gap analyses, and facilitate training to bridge knowledge gaps. Additionally, they develop standard operating procedures (SOPs) and best practices for internal use by the Kyndryl Delivery team.

Responsibilities

• Provide technical support to customers, Kyndryl Account Teams, and Internal Delivery Teams.
• Lead the resolution of major incidents in customer collaboration environments, ensuring timely resolution.
• Conduct periodic analysis and assessments to identify areas for improvement and propose corrective measures, implementing solutions as necessary.
• Participate in and lead technical discussions with customers; prepare and execute implementation plans to achieve customer IT objectives for collaboration environments.
• Manage complex RFS activities and implement technical solutions as approved by the customer, including both the setup/configuration of new collaboration environments and the remediation and migration to designated collaboration toolsets.

Required Technical and Professional Experience

• Deep expertise within specific technology domain areas
• Enterprise IT application experience
• 2+ years of Hands-on experience in Microsoft Server, Cloud, Active Directory, EntraID, Microsoft 365 includes Hybrid Environments administration of Exchange, SharePoint, OneDrive, MS Teams with Enterprise Voice Skills
• Must have experience driving for engineering solutions and working across teams
• Extensive experience and judgment to plan and accomplish goals
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Ability to communicate effectively, both verbal and written
• Strong process improvement experience

• Working knowledge of Microsoft Teams Phone concepts (users, numbers, calling policies, voice routes) as referenced in Teams Telephony escalations
• Understanding of Teams Phone license assignment, removal, and number reassignment, especially for Joiner / Mover / Leaver (JML) scenarios. 
• Familiarity with Calling Plans vs Direct Routing vs Operator Connect (awareness level), referenced through internal learning and migration discussions
• Ability to validate phone number location and range correctness (country/city alignment), highlighted as a gap in escalations involving wrong number assignments. 
• Basic Teams Admin Centre navigation: 
  • Users → Voice
  • Phone number assignment validation
  • Calling policies & emergency location awareness (conceptual)

• PowerShell awareness for Teams Telephony (read‑only / validation level), explicitly mentioned in internal discussions for forwarding and validation checks. 
• The scope of the Teams Telephony Support service is the provision of administration and support of Microsoft Teams telephony services, including: call routing, voicemail, and integration with meeting room devices

Preferred Technical and Professional Experience

• Expert/Basic level skills in collaboration technologies.  This includes (but is not limited to) major workloads within the Office 365 Suite across various licenses and its on-premises components, including Exchange, SharePoint, Skype, Lync and similar Collaboration products such as Yammer, Cisco WebEx and Jabber 
• Expert in troubleshooting of On-Premises Active Directory and Azure Active Directory (AAD)
• Skilled in Microsoft Security Products (i.e., Enterprise Mobility + Security (EMS)), EOP
• Experience in Scripting (i.e., PowerShell) and the ability to implement simple to complex technical solutions with migration capabilities (Collaboration technologies)
• Knowledge of migration tools such as Quest, Binary Tree, etc.
• Deep understanding of Windows Server Administration in OnPrem, Virtual and Cloud environments
• Technical leadership skills
• Customer Relationship Management Skills
• Deep Analytical / Assessment Skills
• Ability to handle the pressure, communicate effectively (Written and Oral)
• Excellent Troubleshooting Skills, Customer Handling via Chat, Email & Voice Support

Certifications :

Microsoft 365 Certified: Fundamentals (MS‑900)

Microsoft 365 Certified: Messaging Administrator Associate

Microsoft 365 Certified: Teams Administrator Associate (MS‑700)

Microsoft Teams Voice Engineer certification (MS-720)

Who You Are

The Workplace Collaboration technical analyst possesses basic/ advanced expertise in one or more communication and collaboration technologies, both on-premises and in the cloud. This role encompasses proficiency with widely used tools from Microsoft (Office 365 Suite, Exchange, SharePoint, OneDrive, MS Teams, Yammer, AD/AAD, etc.), Cisco (WebEx, Jabber, etc.), HCL (Domino), among others.

Individuals in this position serve as a technical escalation point for Workplace Collaboration and provide technical leadership to internal delivery teams, customers, and Kyndryl Account Teams during all technical discussions, major incidents, and complex RFS activities. They collaborate closely with customers to assess IT environments, address technological gaps, create remediation plans, and offer informed technical recommendations.

Workplace Collaboration technicians are accountable for maintaining the stability of the customer's collaboration environment, overseeing and implementing environmental changes with minimal impact to business operations. They lead efforts to resolve major incidents, deliver technical solutions within agreed SLA timeframes, conduct skills gap analyses, and facilitate training to bridge knowledge gaps. Additionally, they develop standard operating procedures (SOPs) and best practices for internal use by the Kyndryl Delivery team.

Responsibilities

• Provide technical support to customers, Kyndryl Account Teams, and Internal Delivery Teams.
• Lead the resolution of major incidents in customer collaboration environments, ensuring timely resolution.
• Conduct periodic analysis and assessments to identify areas for improvement and propose corrective measures, implementing solutions as necessary.
• Participate in and lead technical discussions with customers; prepare and execute implementation plans to achieve customer IT objectives for collaboration environments.
• Manage complex RFS activities and implement technical solutions as approved by the customer, including both the setup/configuration of new collaboration environments and the remediation and migration to designated collaboration toolsets.

Required Technical and Professional Experience

• Deep expertise within specific technology domain areas
• Enterprise IT application experience
• 2+ years of Hands-on experience in Microsoft Server, Cloud, Active Directory, EntraID, Microsoft 365 includes Hybrid Environments administration of Exchange, SharePoint, OneDrive, MS Teams with Enterprise Voice Skills
• Must have experience driving for engineering solutions and working across teams
• Extensive experience and judgment to plan and accomplish goals
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Ability to communicate effectively, both verbal and written
• Strong process improvement experience

• Working knowledge of Microsoft Teams Phone concepts (users, numbers, calling policies, voice routes) as referenced in Teams Telephony escalations
• Understanding of Teams Phone license assignment, removal, and number reassignment, especially for Joiner / Mover / Leaver (JML) scenarios. 
• Familiarity with Calling Plans vs Direct Routing vs Operator Connect (awareness level), referenced through internal learning and migration discussions
• Ability to validate phone number location and range correctness (country/city alignment), highlighted as a gap in escalations involving wrong number assignments. 
• Basic Teams Admin Centre navigation: 
  • Users → Voice
  • Phone number assignment validation
  • Calling policies & emergency location awareness (conceptual)

• PowerShell awareness for Teams Telephony (read‑only / validation level), explicitly mentioned in internal discussions for forwarding and validation checks. 
• The scope of the Teams Telephony Support service is the provision of administration and support of Microsoft Teams telephony services, including: call routing, voicemail, and integration with meeting room devices

Preferred Technical and Professional Experience

• Expert/Basic level skills in collaboration technologies.  This includes (but is not limited to) major workloads within the Office 365 Suite across various licenses and its on-premises components, including Exchange, SharePoint, Skype, Lync and similar Collaboration products such as Yammer, Cisco WebEx and Jabber 
• Expert in troubleshooting of On-Premises Active Directory and Azure Active Directory (AAD)
• Skilled in Microsoft Security Products (i.e., Enterprise Mobility + Security (EMS)), EOP
• Experience in Scripting (i.e., PowerShell) and the ability to implement simple to complex technical solutions with migration capabilities (Collaboration technologies)
• Knowledge of migration tools such as Quest, Binary Tree, etc.
• Deep understanding of Windows Server Administration in OnPrem, Virtual and Cloud environments
• Technical leadership skills
• Customer Relationship Management Skills
• Deep Analytical / Assessment Skills
• Ability to handle the pressure, communicate effectively (Written and Oral)
• Excellent Troubleshooting Skills, Customer Handling via Chat, Email & Voice Support

Certifications :

Microsoft 365 Certified: Fundamentals (MS‑900)

Microsoft 365 Certified: Messaging Administrator Associate

Microsoft 365 Certified: Teams Administrator Associate (MS‑700)

Microsoft Teams Voice Engineer certification (MS-720)

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

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.