KPMG · 6 days ago
NICE Contact Center Specialist
Philadelphia, PA
Full-time
Onsite
Senior Level
5+ years expKPMG is a leading provider of audit, tax, and advisory services, known for its commitment to individual development and inclusive culture. They are currently seeking a Contact Center Specialist to assess technology landscapes, design AI-powered solutions, and support contact center personnel while ensuring project progress and incident management.
AccountingAdviceBig DataConsultingFinancial ServicesInformation TechnologyLegalManagement ConsultingProfessional 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
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
KPMG is a network of independent member firms offering audit, tax, and advisory services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anna Scally
Global Head of TMT (Technology, Media & Telecommunications), KPMG International
Casey Winters
Partner
Recent News
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