Manager, Unified Communications & Digital Management

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, Fair
360 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, Audio Codes 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 Service Now, 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 Audio Codes, Microsoft Teams Phone, Webex Calling and intercom systems

Experience integrating contact center systems with applications like Service Now, 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…