Sr. Director, Engineering Manager- Agent & Supervisor
Core
Leading and developing the engineering team responsible for McKesson's CCaaS platform capabilities, workforce optimization integrations, and enterprise telephony services.
Role type
Sr. Director, Engineering Management (CCaaS & Telephony)
Builds
CCaaS platforms, workforce optimization integrations, enterprise telephony services, and manages platform lifecycle transitions.
Domain
Healthcare technology, Contact Center as a Service (CCaaS), Enterprise Telephony
Deliverable
production ML models | product features | infrastructure
Required skills
Engineering team leadership (5+ engineers), CCaaS platform expertise (Five9, Genesys), Multi-platform lifecycle management, AI-enabled engineering practices, Talent development, Agile/DevOps practices
Preferred skills
Contact center architecture patterns, CRM integration, Regulated industry experience
Technologies
Five9, Genesys, Verint, AI copilots, CI/CD pipelines
Responsibilities
Lead and develop the CCaaS platform and telephony engineering team, Drive engineering practice maturity across contact center platforms, Own capacity planning and resource allocation, Manage platform lifecycle transitions, Coordinate with solution architects on platform architecture, Ensure delivery velocity and quality, Manage vendor engineering relationships, Champion AI-enabled engineering practices, Foster an engineering culture, Ensure engineering practices meet security and compliance requirements
Seniority
Senior, hands-on IC with strategic leadership