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 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, operating or managing enterprise contact center, unified communications, voice, collaboration, or cloud workplace technologies, including experience leading technical teams or major 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)

Benefits

• Comprehensive medical and dental plans
• Vision coverage
• Disability and life insurance
• 401(k) plans
• Robust suite of personal well‑being benefits to support mental health
• Personal Time Off (PTO) per fiscal year, based on job classification and years of service
• Annual holiday calendar with observed days off
• Two annual breaks where employees are not required to use PTO (year‑end and around July 4th)

Schedule

• Standard work hours as defined by job classification
• PTO accrual varies with years of service
• Observed holidays per annual calendar
• Two scheduled breaks each year (year‑end and around July 4th) where PTO is not required