Senior Director, Contact Center Platform Engineering

McKesson • Mississauga, ON

9d • Hybrid

About The Position

The Senior Director, Contact Center Platform Engineering is responsible for building, leading, and developing the Engineering team that delivers McKesson's CCaaS platform 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, ensuring delivery velocity 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.

Requirements

• 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).
• Proven leadership experience building and managing engineering teams of 5+ engineers in CCaaS platform 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, with demonstrated ability to drive AI adoption across engineering teams to improve velocity and quality
• Strong talent development skills including hiring, 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
• Candidate must be authorized to work in the Canada Office, now or in the future, without the support from McKesson.

Nice To Haves

• 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.

Responsibilities

• Lead and develop the CCaaS platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domains
• Drive engineering practice maturity across contact center platforms, establishing standards 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, maintaining engineering rigor whether the team is building new capabilities, maintaining existing 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 and retains top 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

Benefits

• competitive compensation package
• Total Rewards
• annual bonus
• long-term incentive opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees