KPMG US · 1 day ago
NICE Contact Center Specialist
Tempe, AZ
Full-time
Hybrid
Senior Level
5+ years expKPMG is known for being a great place to work and build a career, providing audit, tax and advisory services for organizations in today's most important industries. They are currently seeking a Contact Center Specialist to join their Digital Nexus technology organization, responsible for assessing technology landscapes, implementing AI-powered solutions, and providing support for contact center service personnel.
Financial Services
No H1B
Responsibilities
Assess the technology landscape, evaluate options, and plan for migrations and transformations of contact center technology solutions
Design and implement AI-powered solutions for the contact center, such as chatbots, voice analytics, sentiment analysis, and predictive routing along with basic/advanced features of contact center
Work with and actively advise client executives and sponsors to monitor project progress
Provide support for contact center service personnel such as agents and supervisors
Support incident management and on-call rotation in the event of issues
Troubleshoot VoIP protocols, carrier calls via Session Border Controllers and with vendors along with third party applications
Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment
Qualification
Required
Minimum five years of recent experience with broad technical background in customer contact, and interaction management with platforms such as NICE CXOne
Minimum of a high school diploma or GED required
Experience with AI and machine learning concepts and their application in a contact center environment; background in creating dashboards, reporting and NICE studio is required
Expertise with contact center Work Force Management, Analytics, Quality Management and CSAT
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)
Preferred
Bachelor's degree from an accredited college or university is preferred
Benefits
Medical and dental plans
Vision coverage
Disability and life insurance
401(k) plans
A robust suite of personal well-being benefits to support your mental health
Personal Time Off per fiscal year
Calendar of holidays to be observed during the year
Two breaks each year where employees will not be required to use Personal Time Off
Company
KPMG US
KPMG is one of the world’s leading professional services firms and the fastest growing Big Four accounting firm in the United States.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Lynne Doughtie
Former Chairman and CEO
Paul Knopp
Chair and CEO
Recent News
Australian Financial Review
2024-05-12
2024-05-07
Media OutReach
2024-04-30
Company data provided by crunchbase