This role sits on McKesson's Contact Center AI team, which is using AI and digital agent capabilities to transform and improve the end-to-end customer journey across voice, chat, and email for McKesson's businesses. The team designs, builds, and runs digital agents on Sierra Agent OS and connects them to the contact center and enterprise systems around them. This role owns that connective layer: the integrations between the contact center platform, enterprise systems such as Salesforce and SAP, APIs delivered through MuleSoft, and the digital agents that run on them. Sierra is new to the market, so prior Sierra experience is a plus, not a requirement.
What You'll Do
Design, configure, and optimize Five9 contact center solutions including call routing, IVR, queues, skills-based routing, and omnichannel experiences.
Develop and maintain voice, chat, email, and digital engagement configurations across the Five9 platform.
Support migration of contact center workloads from legacy platforms such as Cisco into Five9.
Configure integrations between Five9 and workforce management, CRM, reporting, and enterprise applications.
Build and support the integrations between Sierra Agent OS digital agents and the systems they rely on: Five9 (routing into and out of AI voice agents, context passing on transfer, live-agent handoff), Salesforce (case creation and lookup), SAP and other order systems, and enterprise APIs delivered through MuleSoft or similar middleware.
Serve on the escalation path for integration issues affecting live digital agents (failed API calls, transfer or context-passing failures, routing defects), and partner with the platform reliability team on monitoring, alerting, and root-cause analysis.
Troubleshoot complex platform, routing, telephony, and integration issues across multiple systems.
Collaborate with architects and business teams to translate requirements into scalable technical solutions.
Contribute to platform governance, documentation, release management, operational readiness, and continuous improvement initiatives.
Mentor team members and promote best practices, operational excellence, and solution standardization.
Basic Requirements
7+ years of experience in contact center engineering, CCaaS platform administration, telephony engineering, or related customer experience technologies.
5+ years of hands-on experience configuring and supporting Five9 or a comparable enterprise contact center platform.
Experience designing and supporting IVR, call routing, transfers and agent handoff, omnichannel, queue management, and customer interaction workflows.
Experience integrating contact center platforms with enterprise applications using REST APIs, web services, webhooks, or middleware (e.g., MuleSoft).
Experience troubleshooting voice, telephony, routing, and platform issues in production environments.
Experience participating in software delivery lifecycle activities including testing, deployment, release management, and documentation.
Strong communication and collaboration skills with technical and non-technical stakeholders.
Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent combination of education and experience.
Preferred Skills/Experience
Five9 certifications or advanced platform administration experience.
Experience with workforce management (WFM) platforms and contact center reporting solutions.
Experience supporting large-scale contact center migrations or platform transformations.
Knowledge of cloud-based contact center architecture and customer experience technologies.
Experience with AI-enabled customer engagement, virtual agents, call analytics, or automation capabilities.
Experience integrating AI virtual agents or conversational AI platforms (Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, or similar) with telephony and CRM systems.
Experience with Salesforce Service Cloud, SAP, MuleSoft, or Okta integrations.
Familiarity with healthcare, regulated industries, or enterprise security and compliance requirements.
Experience mentoring team members and driving technical standards.
Experience with Genesys Cloud, Cisco Contact Center technologies, SIP, VoIP, or enterprise communications platforms.
Travel, Work Environment, and Physical Requirements
Occasional travel may be required for team meetings, planning sessions, or business initiatives.
Primarily operates in a remote or office-based environment using computer, communications, and collaboration technologies.
Must be able to work extended periods at a workstation and participate in virtual meetings.
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
$99,100 - $132,100
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