Director Service Manager Contact Center and Telephony Technologies

McKesson Corporation•Richmond, VA

64d

About The Position

The Service Manager of MMS Contact Center & Telephony Technologies will provide technical and strategic leadership for the enterprise's global voice, telephony, and contact center platforms. This role requires deep technical expertise in designing, implementing, and managing highly available contact center and telephony solutions, along with the ability to lead engineering teams in delivering secure, scalable, and integrated systems.

Requirements

10+ years of progressive IT experience, with 5+ years in leadership roles managing telephony/contact center technologies.
Expert-level knowledge of VoIP, SIP, SBCs, PBX systems, cloud telephony, and hybrid architectures.
Hands-on experience with CCaaS/UCaaS migrations
Strong knowledge of CRM (Salesforce) and WFM integrations.
Experience with APIs, middleware, and integrations between CCaaS platforms and enterprise systems.
Familiarity with networking (QoS, MPLS, SD-WAN), session management, and voice codecs.
Strong knowledge of call recording, workforce engagement, and analytics platforms.

Nice To Haves

Certifications in CCaaS/UCaaS platforms
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.
Architect 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 99.9%+ uptime.
Manage incident response and root cause analysis for critical voice/contact center outages.
Ensure disaster recovery, high availability, and business continuity plans are designed and tested.
Oversee QoS, bandwidth optimization, 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.
Manage a team of engineers, architects, and administrators across global operations.
Lead vendor management, licensing, and contract negotiations with CCaaS/UCaaS providers, carriers, and hardware/software suppliers.
Build strong relationships with customer service, operations, and IT security to align technology strategy with business requirements.