Manager, Unified Communications & Digital Management

Albany, NY; Albuquerque, NM; Atlanta, GA; Austin, TX; Baltimore, MD; Baton Rouge, LA; Bentonville, AR; Birmingham, AL; Boise, ID; Boulder, CO; Buffalo, NY; Charlotte, NC; Chicago, IL; Cincinnati, OH; Cleveland, OH; Columbus, OH; Dallas, TX; Denver, CO; Des Moines, IA; Detroit, MI; Fort Worth, TX; Ft Lauderdale, FL; Greenville, SC; Harrisburg, PA; Hartford, CT; Houston, TX; Indianapolis, IN; Jackson, MS; Jacksonville, FL; Kansas City, MO; Knoxville, TN; Lincoln, NE; Louisville, KY; Memphis, TN; Miami, FL; Milwaukee, WI; Minneapolis, MN; Montvale, NJ; Morristown, NJ; Nashville, TN; New Orleans, LA; Oklahoma City, OK; Omaha, NE; Orlando, FL; Philadelphia, PA; Phoenix, AZ; Pittsburgh, PA; Providence, RI; Raleigh, NC; Richmond, VA; Rochester, NY; Salt Lake City, UT; San Antonio, TX; Shreveport, LA; St Louis, MO; Tallahassee, FL; Tampa, FL; Tempe, AZ; Virginia Beach, VA; Winston-Salem, NC

138918

Career Level Requirement

Experienced

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Manager, Unified Communications & Digital Management to join our Digital Nexus technology organization.

Responsibilities:

Contribute to the technology strategy, multi-year roadmap, and lifecycle management for enterprise contact center, unified communications and voice systems
Collaborate with cross-functional teams to design, migrate and optimize contact center solutions, including omnichannel routing, IVR, WFM, analytics and self-service
Support the operational health, security, and compliance of key systems, including NICE CXone, Webex, AudioCodes SBCs, Intrado E911, and intercom technologies
Deliver secure, AI-enabled contact center capabilities such as conversational AI, virtual agents, sentiment analysis, and predictive or skills-based routing
Direct integrations between contact center platforms and key enterprise applications, including ServiceNow, Microsoft Copilot Studio, Gemini Enterprise, and identify services
Lead major incident response, perform post-incident reviews, and maintain SIP/Direct Routing resilience, and participate in an on-call rotation to ensure service continuity
Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment

Qualifications:

Minimum five years of recent experience designing, implementing, operation or managing enterprise contact center, unified communications, voice, collaboration, or cloud workplace technologies, including experience leading technical teams or manor cross-functional initiatives
Bachelor's degree from an accredited college or university in information technology, engineering, computer science, or a related field; or seven years of extensive working experience managing enterprise technology engineering and operations
Hands-on experience with customer interaction management platforms (preferably NICE CXone), including Studio scripting, omnichannel routing, workforce/quality management, analytics, and AI-enabled features
Strong knowledge of contact center architecture, telephony (SIP, VoIP, SBCs, Direct Routing, HA/DR), and hands-on experience with AudioCodes, Microsoft Teams Phone, Webex Calling and intercom systems
Experience integrating contact center systems with applications like ServiceNow, Microsoft Copilot Studio, and Gemini Enterprise, alongside a track record of leading complex migrations and operational improvements
Proven ability to lead technical teams, manage vendor relationships, solve complex incidents, and translate highly technical issues into clear business recommendations for executive leaders
Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)

KPMG LLP and its subsidiaries (“KPMG”) complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.

Follow this link to obtain salary ranges by city outside of CA:

https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6984_9_26

KPMG offers a comprehensive compensation and benefits package. KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding KPMG's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them.

Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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