Sr. Contact Center Specialist - Genesys

McKesson•Mississauga, ON

6d•CA$99,100 - CA$132,100•Hybrid

About The Position

The Sr. Contact center Genesys Specialist provides technical leadership in designing, implementing, and optimizing enterprise Contact Center solutions, with a primary focus on Genesys platforms and integrated ecosystem capabilities. This role is responsible for architecting and governing complex, multi-channel contact center environments, including voice, digital, and AI-enabled self-service experiences. The position leads the development of scalable call center solutions, including call flows, routing strategies, scripting, reporting frameworks, and workforce engagement capabilities. It ensures seamless integration with third-party AI platforms, web-based CRM systems such as Salesforce, Workforce Engagement Management (WEM) platforms such as Verint, and EMR/ERM platforms like Athena, along with other clinical and operational applications. Collaborating with business stakeholders, engineering teams, and vendors, the role translates business requirements into technical designs, documents end-to-end call flows, and drives best practices to deliver compliant, high-performing, and patient-centric solutions—particularly within healthcare environments.

Requirements

Degree or equivalent and typically requires 7+ years of relevant experience
Advanced knowledge of Contact Center technologies, with deep expertise in Genesys platforms (e.g., Genesys Cloud, Engage, or equivalent CCaaS solutions).
Strong experience designing IVR systems, call routing strategies, agent scripting, and end-to-end call flow architecture.
Proficiency in integrating contact center platforms with CRM systems (e.g., Salesforce), Workforce Engagement platforms (e.g., Verint), and healthcare systems (e.g., Athena or similar EMR/ERM platforms).
Experience working with Genesys or similar CCaaS platforms in complex, multi-system environments.
Experience with Workforce Engagement solutions, including call recording, quality management, workforce management, speech analytics, and performance optimization.
Experience with third-party AI solutions, including conversational AI, speech analytics, and virtual assistants.
Solid understanding of REST APIs, middleware, and integration frameworks for enterprise system interoperability.
Strong experience in reporting and analytics within contact center and WEM platforms, including development of dashboards, KPIs, and operational reporting.
Candidate must be authorized to work in the Canada Office , now or in the future, without the support from McKesson.

Nice To Haves

Healthcare industry experience strongly preferred, with understanding of clinical workflows, patient engagement, and regulatory requirements.
Experience working with cross-functional teams and vendors to deliver large-scale contact center transformation initiatives.
Knowledge of scripting and automation (e.g., JavaScript, Python, or platform-native scripting tools) for call flows, integrations, and reporting workflows.
Understanding of healthcare regulations and data privacy requirements, including HIPAA compliance.
Ability to document business requirements, technical designs, and call flows in a clear, structured manner.
Strong problem-solving, analytical, and leadership skills with the ability to guide cross-functional teams.

Responsibilities

Take ownership of designing and implementing enterprise Contact Center solutions using Genesys and related CCaaS technologies.
Develop and maintain call flows, IVR configurations, routing strategies, and agent scripting aligned with business requirements and customer experience objectives.
Translate business and clinical requirements into detailed technical designs, ensuring accurate documentation of call flows, integrations, and system behavior.
Lead integration efforts with third-party AI solutions (e.g., conversational AI, virtual agents), CRM platforms like Salesforce, Workforce Engagement platforms such as Verint, and ERM/EMR systems such as Athena.
Design and develop APIs and integration patterns to enable seamless data exchange across contact center, CRM, WEM, and clinical systems.
Collaborate with cross-functional teams (Operations, Clinical, IT, Vendors) to deliver cohesive, end-to-end contact center solutions.
Develop and manage reporting frameworks, dashboards, and data extracts across both contact center and WEM platforms (e.g., Verint) to support operational performance, quality monitoring, workforce optimization, regulatory compliance, and business insights.
Support configuration and integration of Workforce Engagement capabilities including call recording, quality management, workforce management, performance analytics, and compliance monitoring.
Ensure adherence to healthcare regulatory requirements (e.g., HIPAA) and enterprise security standards across all contact center and workforce engagement solutions.
Support DevOps and CI/CD practices related to contact center configuration, scripting, and deployment pipelines.
Evaluate emerging contact center, AI, and workforce optimization technologies to recommend enhancements that improve automation, containment, agent performance, and customer experience.
Mentor team members and provide technical leadership on contact center architecture, integrations, and best practices.