Director Contact Center and Telephony Technologies

McKesson•Richmond, VA

21h

About The Position

McKesson is 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.

Requirements

Degree or equivalent experience.
Typically requires 12+ years of professional experience and 4+ years of management experience.
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).

Nice To Haves

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.

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.