7 days ago
Mississauga, CanadaSenior
Base Salary
$99k - $132k/yr
Responsibilities
- Design, configure, and optimize Five9 contact center solutions covering call routing, IVR, queues, skills-based routing, and omnichannel experiences.
- Develop and support voice, chat, email, and digital engagement configurations across Five9.
- Build and maintain integrations between Sierra Agent OS digital agents, Five9, Salesforce, SAP, MuleSoft APIs, and other enterprise systems.
- Support contact center workload migrations from legacy platforms such as Cisco into Five9.
- Troubleshoot production platform, routing, telephony, transfer, context-passing, and integration issues.
- Serve on the escalation path for live digital-agent integration failures and partner on monitoring, alerting, and root-cause analysis.
- Translate business and technical requirements into scalable solutions with architects and stakeholders.
- Contribute to governance, documentation, testing, release management, operational readiness, and continuous improvement.
- Mentor team members and promote technical standards and operational excellence.
Requirements
- At least 7 years of experience in contact center engineering, CCaaS platform administration, telephony engineering, or related customer experience technologies.
- At least 5 years of hands-on experience configuring and supporting Five9 or a comparable enterprise contact center platform.
- Experience with IVR, call routing, transfers and agent handoff, omnichannel workflows, queue management, and customer interaction processes.
- Experience integrating contact center platforms with enterprise applications through REST APIs, web services, webhooks, or middleware such as MuleSoft.
- Experience troubleshooting voice, telephony, routing, and platform issues in production environments.
- Experience with software delivery lifecycle activities including testing, deployment, release management, and documentation.
- Bachelor's degree in Computer Science, Information Systems, Engineering, or an equivalent combination of education and experience.
- Preferred qualifications include Five9 certifications, advanced platform administration, workforce management and reporting experience, large-scale migrations, cloud contact center architecture, AI-enabled engagement, virtual agents, Salesforce Service Cloud, SAP, MuleSoft, Okta, Genesys Cloud, Cisco Contact Center, SIP, VoIP, healthcare or regulated-industry environments, and mentoring experience.
Benefits
- Base pay is listed at $99,100-$132,100, with possible annual bonus or long-term incentive opportunities.
- The role is primarily remote or office-based and may require occasional travel for team meetings, planning sessions, or business initiatives.
- McKesson offers equal employment opportunities and reasonable accommodation support for applicants with disabilities.
Categories
About McKesson
McKesson is a public healthcare company that distributes pharmaceuticals and medical‑surgical supplies and provides pharmacy and provider technology and services. It sells to pharmacies, hospitals, health systems, and biopharma manufacturers through logistics, specialty and oncology support, pharmacy management, and healthcare IT/analytics offerings. Founded in 1833 and headquartered in Irving, Texas, it trades on the NYSE under the ticker MCK.