Jobs at KPMG – Contact Centre Manager

Job Description:

The Customer service line at KPMG continues to grow at a very rapid pace. Having a solid foundation in developing Customer Engagement Strategies for our clients, the crucial next step is to continue deeper in the Customer Service Line. With that’s we are looking for a seasoned a Contact Centre Consultant to join our existing team who can work with our clients to develop a customer contact strategy who can also follow through with our clients taking these strategies into implementation as well.

We are looking for Contact Centre Solution Strategists & Designers to co-develop a plan to realize our clients North Star Vision. You know your craft but are never done learning. We crave diversity – diversity of background, diversity of work experiences, diversity of life experiences, diversity of education and especially diversity of thought. It is with these traits that you will thrive as part of our team.

Job Responsibilities:

As a Manager within the Digital Customer Advisory practice, you will be part of a team who will envision the future of our clients’ omni channel contact strategy. You will be learning from some of the best in the industry and expand your personal skillset by

• To recommend platform solution options and prototyping some of the end state concepts in exemplar form to aid in customer’s appreciation for our proposed end state vision for them.
• Working with key strategic vendor partners in evaluating and selecting a recommended platform to propose to our clients
• Ability to deliver Strategic Projects at our clients, with our client sponsors
• Working in an agile environment as part of a high performing team.
• Ability to manage multiple internal teams and external clients.
• Structuring and developing compelling proposals and articulating your understanding of the client ask by putting forward an approach that will get them there fast, thorough and with quality.
• Creating user stories and for any applicable industry or client specific nuances.
• Taking a lead role in high level design to document a proposed solution
• Identifying staffing needs and develop scoping and derive sizing leveraging our proven estimation approaches.
• Collaborating continuously with all team members and customers alike and preparing the team to move forward from Design to Build.
• Leading experience conversations across all stages of a project, translating research insights into memorable user experiences, carrying these into High Level Solution Designs and finally into engagement structuring and executing.
• Conducting requirements gathering through a variety of different mechanisms and approaches including interview, ideation sessions and co-creation workshops with business partners, subject matter experts and customers for all stages of an engagement.

Job Requirements:

• Exposure, experience, certification and/or practical experience (or personal interest) implementing any of the major Contact Centre as a Service Solution is essential to your success in this role.
• You have a Design Thinking certification
• You have a passion for customer experience, voice and digital communications, digital team collaborations and/or a fascination for converged communications tools like FaceTime, Zoom, Twilio, or Skype.
• You have a Bachelors’ or Masters’ degree in Computer Science or are easily able to relate to and relay technology footprints to business challenges. You are well-versed in Contact Centre platforms, major Adjuncts (WFM, Compliance, self-service) and Integration solution options (UC, CRM, Service request platforms) and Converged Voice network designs (SIP, WebRTC, VoIP).
• Vendor Partners such as Genesys, Verint, NiCE, Cisco UCCX/UCCE, Twilio, AWS Connect are key relationships essential to this role. Prior experience in leveraging their products in planning, requirements and design stages is essential.
• You are dedicated to collaboration and have experience working with teams on large-scale, long term projects ideally in a client-facing role. You have experience designing, implementing, and managing projects both in an office setting as well as from client premises.
• Persuasive reasoning and active listening.
• Strong motivation and aptitude towards teamwork.
• You can build relationships and work closely with other designers, researchers, engineers, product managers, content creators, cross-functional teams, stakeholders and partners to design digital products across multiple platforms and touchpoints.
• The ability to effectively bridge the gap between technology and business-oriented client teams and anticipate/address client concerns and issues.

Job Details:

Company: KPMG

Vacancy Type: Full Time

Job Location: Toronto, ON, CA

Application Deadline: N/A

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