Director Contact Center and Telephony Technologies
About the role
Provide technical and strategic leadership for our global contact center and telephony platforms. Influence architecture, drive innovation, and lead initiatives that enhance customer experience and operational excellence.
Responsibilities
Own the architecture and roadmap for enterprise telephony, VoIP, SIP trunking, SBCs, IVR, and contact center platforms.
Lead design and deployment of CCaaS and UCaaS platforms.
Ensure seamless integration of contact center platforms with CRM (Salesforce), workforce management (WFM), quality management, and analytics tools.
Drive AI/automation capabilities (IVR, chatbots, speech analytics, natural language routing).
Define technical standards, security guidelines, and best practices for voice and contact center systems.
Oversee day-to-day operation of global telephony and contact center platforms, ensuring high availability.
Manage incident response and root cause analysis for critical outages.
Ensure disaster recovery and business continuity plans are designed and tested.
Optimize QoS, bandwidth, and call routing strategies across global networks.
Ensure compliance with PCI, HIPAA, FCC, and other regional telephony regulations.
Implement secure call recording, encryption, and retention strategies.
Partner with security teams to manage risks around SIP attacks, toll fraud, and data privacy.
Lead a team of engineers and administrators across global operations.
Manage vendor relationships, licensing, and contract negotiations with CCaaS/UCaaS providers and carriers.
Build strong partnerships with customer service, operations, and IT security teams.
Qualifications
Typically requires 12+ years of professional experience and 4+ years of management experience.
Strong knowledge of VoIP, SIP, SBCs, PBX systems, and cloud telephony.
Hands-on experience with CCaaS/UCaaS migrations and integrations.
Familiarity with CRM (Salesforce), WFM tools, and API/middleware integrations.
Understanding of networking fundamentals (QoS, MPLS, SD-WAN).
Skills
6+ years of progressive IT experience, with 3+ years in leadership roles managing telephony/contact center technologies.
Certifications in CCaaS/UCaaS platforms.
Experience with Genesys CCaas platform.
Experience with AI-driven customer engagement and speech analytics tools.
Scripting or automation experience.
Background in highly regulated industries.
Benefits
Coverage you can rely on- Medical, Dental, and Vision
Health Spending Accounts
Flexible Spending Accounts
401(k) (U.S.)
Pension (Canada)
Employee Stock Purchase Plan
Mental Health Programs
Flexible Schedules
Paid Time Off
Wellness Program
Education Reimbursement
Volunteer Opportunities
Flexible Work Environment
A culture powered by belonging
About McKesson Medical-Surgical
McKesson Medical-Surgical (MMS) is a subsidiary and publicly reported segment of the McKesson Corporation. MMS distributes medical-surgical supplies, pharmaceuticals, diagnostic equipment and supplies, along with other solutions and services to virtually every type of healthcare setting and provider outside of the traditional hospital. These markets – often referred to as Alternate Care or Non-Acute Care – include physician offices, surgery centers, long-term care providers, laboratories, home health and hospice agencies, health systems, government facilities and online marketplaces and retailers.
Looking Ahead: A New Chapter for MMS
McKesson has announced its intent to separate MMS into an independent company by taking it public through an initial public offering (IPO). The separation could be completed by the second half of calendar year 2027, pending market factors and regulatory approvals. This is an exciting evolution that builds on MMS’s strong foundation and proven leadership in the Alternate Care space. As a standalone company, MMS would be positioned to unlock new opportunities to innovate, grow and lead with even greater agility and focus. We will also continue to be one of the largest medical-surgical distributors in the U.S., with over $11B in annual sales.
Equal Opportunity Employer
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.