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
