KEY RESPONSIBILITIES
Lead and develop the CCaaS platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domains
Drive engineering practice maturity across contact center platforms, establishing standards for routing logic configuration, IVR development, omnichannel implementation, workforce management integration, and quality management
Own capacity planning and resource allocation across the platform portfolio, balancing investment priorities with operational needs and transformation delivery demands
Manage platform lifecycle transitions, including the development of new platform capabilities, maintenance of existing platforms, and orderly decommissioning of legacy systems with effective knowledge transfer and workforce redeployment
Coordinate with solution architects on platform architecture, technical standards, and platform evolution strategy to ensure engineering execution aligns with the service roadmap
Ensure delivery velocity and quality across the full platform portfolio, maintaining engineering rigor whether the team is building new capabilities, maintaining existing systems, or executing platform transitions
Manage vendor engineering relationships, ensuring platform capabilities, support, and roadmaps align with McKesson's contact center service strategy
Champion the adoption of AI-enabled engineering practices across the team, including AI copilots for development, automated testing, and intelligent workflow acceleration
Foster an engineering culture that attracts and retains top talent through investment in developer experience, technical community building, and continuous learning opportunities
Ensure engineering practices meet McKesson's security, compliance, and regulatory requirements, embedding security-by-design principles into development workflows and platform configurations
MINIMUM REQUIREMENTS: Degree or equivalent experience. Typically requires 13+ years of professional experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)
PHYSICAL REQUIREMENT: General Office Demands, We are Flex and Connect with 2 days a week in office
CRITICAL SKILLS
Proven leadership experience building and managing engineering teams of 5+ engineers in CCaaS platform engineering, contact center technology, or enterprise application development
Strong understanding of CCaaS platforms (Five9, Genesys, or equivalent) including routing logic, IVR, omnichannel, workforce management, and quality management capabilities
Experience managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stages
Extensive experience leading engineering teams responsible for CCaaS platform engineering, contact center technology, or enterprise communications platforms.
Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and engineering automation tools, with demonstrated ability to drive AI adoption across engineering teams to improve velocity and quality
Strong talent development skills including hiring, performance management, career pathing, and building high-performing engineering cultures with strong developer experience
Experience with Agile/DevOps engineering practices, CI/CD pipelines, and engineering performance metrics
NICE TO HAVE
Knowledge of contact center architecture patterns, integration with CRM systems, workforce optimization platforms, and enterprise telephony infrastructure
Understanding of security and compliance requirements in regulated industries, with experience embedding security practices into engineering workflows
Experience managing platform transitions and technology lifecycle management in enterprise environments.
Experience in healthcare technology or other regulated industries is preferred.
Candidate must be authorized to work in the Canada, now or in the future, without the support from McKesson.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$151,200 - $201,600
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McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
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McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
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