Director Contact Center and Telephony Technologies

McKesson is an impact-driven Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights products and services that make quality care more accessible and affordable. Here we focus on the health happiness and well-being of you and those we serve we care.

What you do at McKesson matters. We foster a culture where you can grow make an impact and are empowered to bring new ideas. Together we thrive as we shape the future of health for patients our communities and our people. If you want to be part of tomorrows health today we want to hear from you.

Join McKesson Medical Surgical at a pivotal and exciting time in our history! We are seeking a seasoned highly motivated professional to provide technical and strategic leadership for our global contact center and telephony platforms. This role offers the opportunity to influence architecture drive innovation and lead initiatives that enhance customer experience and operational excellence.

Key Responsibilities

Architecture & Engineering

• 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.

Operations & Reliability

• 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.

Security & Compliance

• 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.

Leadership & Vendor Management

• 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.

Minimum Qualifications- Degree or equivalentexperience. Typically requires12 years of professionalexperience and 4 years ofmanagement experience.

Critical Skills -

• 6 years of progressive IT experience with 3 years in leadership roles managing telephony/contact center technologies.

• 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).

Preferred Skills

• 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.

What Were Looking For

A motivated leader who thrives on driving innovation and delivering impactful solutions. If youre passionate about technology and customer experience this is your chance to join Medical Surgical during a transformative period and make a lasting difference.

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.

Alternate Care markets are growing rapidly and MMS is proud to be a leader in this space. With a team of approximately 8000 employees a network of 15 distribution centers and approximately 900 delivery vehicles we partner with more than 2200 leading manufacturers and serve over 200000 customer accounts across the U.S. Our catalog includes more than 280000 SKUs of branded and private-label medical-surgical products from bandages to specialty pharmaceuticals and COVID-19 tests.

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 McKessons 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 pleaseclick here.

Our Base Pay Range for this position

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