Senior Director, Contact Center Platform Engineering
Mississauga, CanadaSuccess Profile
What makes a successful Senior Director, Contact Center Platform Engineering? Here are the top traits.
- Conceptual
- Proactive
- Problem-Solver
- Strategic
- Technologically Savvy
- Visual Thinker
Culture
Accomplish
Make a meaningful impact by using your problem-solving skills to push the boundaries of innovation in healthcare, while maintaining a healthy work-life balance.
Innovate
Foster a digital mindset to drive IT transformation across McKesson through our evolving data and technology tools.
Grow
Join a supportive environment where you can advance your career and develop both personally and professionally.
Benefits
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Coverage you can rely on
- Medical, Dental, and Vision
- Health Spending Accounts
- Flexible Spending Accounts
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Benefits that go beyond your base pay
- 401(k) (U.S.)
- Pension (Canada)
- Employee Stock Purchase Plan
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Support for total well-being
- Mental Health Programs
- Flexible Schedules
- Paid Time Off
- Wellness Program
- Education Reimbursement
- Volunteer Opportunities
- Flexible Work Environment
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A culture powered by belonging
By fostering a culture of belonging, we advance our goal of being the best place to work in healthcare—connecting the right talent to the right roles to solve our most critical challenges.
Responsibility
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 tomorrow’s health today, we want to hear from you.
The Senior Director, Contact Center Platform Engineeringis responsible forbuilding, leading, and developing theEngineering team that delivers McKesson'sCCaaSplatform capabilities, workforce optimization integrations, and enterprise telephony services. This role leads engineers working across multiple contact center platforms including Five9, Genesys, and Verint, managing a portfolio that spans platforms with active investment, platforms in maintenance, and platforms being decommissioned. The position requires leadership across the full platform lifecycle - from capability development through operational support and platform transitions.
This leader is accountable for team performance, talent development, hiring, engineering practice maturity, and capacity planning. The Sr. Director manages the complex dynamics of a multi-platform engineering portfolio, ensuringdeliveryvelocity across all platforms while managing workforce transitions as the technology landscape evolves. By championing AI-enabled engineering practices, fostering a culture of technical excellence, and ensuring security and compliance standards are embedded in engineering workflows, this leader ensures the agent and supervisor experience engineering function meets the demands of both transformation execution and steady-state service operations.
Key Responsibilities-
- Lead and develop theCCaaSplatform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domains
- Drive engineering practice maturity across contact center platforms,establishingstandards 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,maintainingengineering rigor whether the team is building new capabilities,maintainingexisting 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 andretainstop 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 Qualification - 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 Requirements: General Office Demands, We are Flex and Connect with 2 days a week in office
Required Skills-
- Proven leadership experience building and managing engineering teams of 5+ engineers inCCaaSplatform engineering, contact center technology, or enterprise application development
- Deep expertise in CCaaS platforms including routing logic, IVR, omnichannel, workforce management, and quality management capabilities
- Experience implementing, migrating, and supporting CCaaS platforms managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stages
- Knowledge of contact center architecture patterns, integration with CRM systems, workforce optimization platforms, and enterprise telephony infrastructure
- Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and engineering automation tools, withdemonstratedability to drive AI adoption across engineering teams to improve velocity and quality
- Strong talent development skillsincludinghiring, 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 -
- 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 Office , 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 - $201,600McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
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.
Join us at McKesson!
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
- McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
- McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
- McKesson job postings are posted on our career site: careers.mckesson.com.