We are looking for an experienced Dynamics 365 Solution Architect Contact Centre as a Service (CCaaS) leader to take on a senior role in our growing practice. The role involves designing and implementing solutions, collaborating with clients, and ensuring seamless integration of software developments and business processes.The ideal candidate will be an established professional with extensive experience in working on the Microsoft Dynamics 365 Customer Service & CCaaS area.  They will have an in depth view of how the Dynamics platform is evolving and be able to communicate the implications of this for both our clients and our teams. 

They will be passionate about developing a strong community ethic within the team and driving a high performance culture.  They will have strong collaboration skills and be comfortable working as part of a global team.
 

Responsibilities
•    Building and leading the D365 CCaaS practice, developing the team to enable the delivery of our long term business strategy •    Be a champion for the D365 CCaaS Product
•    Have an exceptional understanding of Dynamics 365 CCaaS capabilities and the wider CCaaS market 
•    Driving collaboration across the CCaaS internal community 
•    Building the eminence of KPMG Microsoft Business Solutions within the marketplace
•    Developing a high performance culture within the D365 CCaaS practice
•    Supporting pre-sales and key client engagements to secure new business and demonstrate delivery excellence
•    Meet and exceed customer expectations of business knowledge, skills and behaviour.
 

Requirements

Qualifications and Skills •    Deep and broad knowledge of CCaaS in general and Microsoft Dynamics 365 Customer Service & CCaaS
•    Extensive consulting skills
•    Business Process knowledge
•    Broad understanding of software delivery 
•    Excellent soft skills and leadership qualities
•    Ability to work independently and as part of a team
•    Relevant certifications in Dynamics 365 or related technologies

Experience and Background

•    Ability to undertake senior roles in complex engagements and present to the C-Suite stakeholders
•    Experience with Microsoft Dynamics 365 Customer Service & CCaaS in a Lead Consulting role •    Experience of large scale CCaaS implementations
•    Pre-sales experience in Microsoft Dynamics 365 Customer Service & CCaaS
•    Excellent presentation and demonstration skills

KPMG’s Innovation Reliefs and Incentives team is made up of tax, engineering, science and technology specialists delivering expert advice to a broad range of clients across almost every industry sector. As one of the largest teams in the industry, our continued investment in innovation advisory means that we seek engineers, scientists and tax professionals to join us on the next exciting phase of our growth.

Our team works with clients from owner managed business, to large multinational organisations, and we are looking for a Senior Manager with a strong financial, accounting and tax background to assist clients across as suite of innovation advisory services including R&D tax Credits, Patent Box, R&D Allowances, Grants and Innovation Advisory services.

Tax Technology & Innovation are a team of 300+ technologists providing technology enablement services and solutions across the Tax and Law business. This business has 2500+ tax & legal professionals covering multiple disciplines. We serve many thousands of clients and private individuals by providing a modern, market-leading suite of technology solutions that provide an efficient digital experience from routine to complex tax advice.

Tax is highlighted frequently as an industry where generative AI will have a significant impact on how services are provided. You will be working as a team at the forefront of navigating that change and redefining the way in which tax is determined in the UK and globally, making sure people and companies pay the right amount of tax with the minimum amount of effort.

The team is made up of Technology Consultants, Business Analysts, Product Owners, Data Architects & Engineers, multi-disciplinary Engineering teams and IT Service delivery professionals working on a large portfolio of systems used to improve productivity and solve key business problems across Tax & Legal. We also build cutting edge web portals for clients to interact with KPMG, maximising collaboration and ensuring seamless delivery of information to our clients.

Service Delivery Manager 

As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.  
 

Responsibilities:

• Provide end to end ownership of customer service contracts
• Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
• Coordinate effort and liaise between nearshore and offshore teams
• Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
• Ensure effective management and process controls are in place, and escalation is effective where necessary
• Act as a point of contact and escalation for contracted end customers
• Build services relationships with customers
• Track performance of services and prepare reporting on SLAs & KPIs
• Produce regular management reports for customers and attend review meetings
• Provide analysis, feedback and actions based on trends, root cause analysis and other reports
• Manage service improvement plans, inclusive of formalized creation and ownership with end customers
• Take an active involvement in recruitment and team retention
• Participate in offering improvements and creation

Requirements 

• Minimum of 5 years’ service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
• Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
• Demonstrable problem-solving skills
• Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
• Organised and delivery focused, strong planning skills and process driven
• Superior time-management skills along with strong sense of urgency
• People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
• Able to work independently with minimal direction
• ITIL certified

The Audit Technology team at KPMG is driving innovation at the intersection of auditing and advanced technological solutions, reshaping the future of audit delivery. By combining expertise in Artificial Intelligence, Data Engineering, Data Analytics, and Software Development, the team is revolutionising the auditing process to deliver smarter, faster, and more reliable outcomes.

As a Lead AI Engineer, you will report to AI Engineering Squad Lead and lead the technical delivery of AI projects within your squad, collaborating with data scientists, engineers, developers, cloud architects, and audit professionals to create scalable AI systems that improve audit quality, efficiency, and insights.