Manager, Unified Communications & Digital Management
About the role
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