Manager, Unified Communications & Digital Management

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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)
  
  

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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

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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.