Director Contact Center and Telephony Technologies

McKesson Medical Surgical Leadership Opportunity

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.

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 equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management 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 We're Looking For

A motivated leader who thrives on driving innovation and delivering impactful solutions. If you're 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 8,000 employees, a network of 15 distribution centers and approximately 900 delivery vehicles, we partner with more than 2,200 leading manufacturers and serve over 200,000 customer accounts across the U.S. Our catalog includes more than 280,000 SKUs of branded and private-label medical-surgical products from bandages to specialty pharmaceuticals and COVID-19 tests.

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. This separation would accelerate our mission and empower us to shape a future defined by customer-centricity, bold thinking and operational excellence. For job seekers, it's a unique moment to join a team that's already making a meaningful impact and leading the way in shaping the future of healthcare delivery in Alternate Care settings with even greater opportunity ahead as we prepare to become an independent company.

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.

Our Base Pay Range for this position

$159,800 - $266,300

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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) View email address on click.appcast.io or (Canada) View email address on click.appcast.io. Resumes or CVs submitted to this email box will not be accepted.

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