Sr. Contact Center Specialist -Five9

McKesson•Mississauga, ON

6d•CA$99,100 - CA$132,100•Hybrid

About The Position

The Sr. Contact Center Five9 Specialist provides technical leadership in the design, implementation, and continuous optimization of enterprise Contact Center solutions, with a primary focus on the Five9 CCaaS platform and its integrated ecosystem. This role is responsible for architecting scalable, resilient, and secure multi-channel engagement solutions spanning voice, digital, and AI-driven self-service capabilities. Following industry best practices, the position applies an integration-first and customer journey-centric approach, ensuring seamless orchestration across contact center, self-service AI platforms (e.g., Sierra), CRM systems (e.g., Salesforce), Workforce Engagement platforms (e.g., Verint), and healthcare systems (e.g., Athena and other clinical applications). The role emphasizes high self-service containment, intelligent routing, and data-driven decisioning to enhance both customer and agent experiences. The position holds significant ownership of a large portfolio of call flows within the Five9 platform, including IVR design, orchestration logic, scripting, and reporting. It is accountable for ensuring call flows are efficient, reusable, well-governed, and aligned to documented business requirements and customer journeys. In alignment with engineering best practices, the role focuses on observability, performance optimization, resiliency, and continuous improvement, leveraging analytics and feedback loops to refine solutions over time. It ensures that all designs adhere to security, privacy, and regulatory requirements applicable to Canadian/US healthcare environments, including appropriate handling of sensitive data. Collaborating closely with business stakeholders, clinical teams, engineering partners, and vendors, the role translates complex business requirements into structured technical designs, produces detailed call flow documentation, and drives delivery of high-quality, compliant, and scalable contact center solutions that support enterprise and patient engagement objectives.

Requirements

Degree or equivalent and typically requires 7+ years of relevant experience
Advanced knowledge of Contact Center technologies, with strong expertise in Five9 CCaaS or similar cloud-based contact center platforms.
Hands-on experience with Five9 CCaaS platform, including configuration, call flow development, and integration design.
Extensive experience designing and managing IVR systems, call routing strategies, agent scripting, and large-scale call flow architectures.
Demonstrated experience integrating contact center platforms with self-service AI technologies (e.g., Sierra or similar conversational AI platforms).
Strong experience integrating contact center platforms with CRM systems (e.g., Salesforce), Workforce Engagement platforms (e.g., Verint), and healthcare applications (e.g., Athena or similar EMR/ERM platforms).
Solid understanding of REST APIs, web services, middleware, and integration frameworks for enterprise system interoperability.
Experience supporting reporting and analytics within contact center and WEM platforms, including development of KPIs, dashboards, and operational reporting.
Knowledge of scripting and automation (e.g., JavaScript, Python, or platform-native tools) for call flows, integrations, and reporting workflows.
Candidate must be authorized to work in the Canada Office , now or in the future, without the support from McKesson.

Nice To Haves

Demonstrated experience integrating with self-service AI platforms (e.g., Sierra or similar), including conversational workflows and real-time data exchange.
Experience delivering solutions in regulated environments (e.g., healthcare) is preferred.
Experience working with cross-functional teams and third-party vendors to deliver complex, multi-system solutions.
Understanding of data privacy and security considerations applicable to contact center and healthcare environments in Canada and the US.
Ability to document business requirements, technical designs, and call flows in a structured and traceable format.
Strong problem-solving, analytical, and communication skills, with the ability to collaborate across technical and business teams.

Responsibilities

Take ownership of designing, configuring, and optimizing enterprise Contact Center solutions on the Five9 CCaaS platform.
Develop and maintain a significant portfolio of call flows, IVR configurations, routing logic, and agent scripting to support large-scale contact center operations.
Translate business, operational, and clinical requirements into detailed technical designs, ensuring accurate documentation of call flows, integrations, and end-to-end system behavior.
Lead integration efforts between Five9 and third-party platforms, with a strong emphasis on self-service AI solutions (e.g., Sierra), CRM systems (e.g., Salesforce), Workforce Engagement platforms (e.g., Verint), and healthcare systems (e.g., Athena and other clinical applications).
Design and implement API-driven and event-based integration patterns to enable seamless data exchange across contact center, AI, CRM, WEM, and clinical platforms.
Collaborate with cross-functional teams (Operations, Clinical, IT, Data, Vendors) to deliver cohesive, end-to-end customer and patient engagement solutions.
Develop and support reporting frameworks, dashboards, and data extracts across Five9 and integrated platforms to support operational performance, workforce optimization, compliance, and analytics.
Support configuration and integration of Workforce Engagement capabilities, including call recording, quality management, workforce management, and performance analytics (e.g., Verint).
Ensure adherence to applicable data privacy, security, and regulatory requirements (including healthcare data protection standards) across all solutions.
Support DevOps and release management practices related to contact center configuration, scripting, and integration deployments.
Evaluate emerging contact center, AI, and automation technologies to recommend enhancements that improve self-service containment, operational efficiency, and overall customer experience.
Provide technical leadership and mentorship on Five9 platform architecture, integration patterns, and contact center engineering best practices.