7 days ago
Mississauga, CanadaSenior
Base Salary
$99k - $132k/yr
Responsibilities
- Design, configure, and optimize Five9 contact center solutions, including call routing, IVR, queues, skills-based routing, and omnichannel experiences.
- Develop and maintain voice, chat, email, and digital engagement configurations across Five9.
- Build and support integrations among Sierra Agent OS digital agents, Five9, Salesforce, SAP, MuleSoft-delivered APIs, and other enterprise systems.
- Support migration of contact center workloads from legacy platforms such as Cisco into Five9.
- Troubleshoot complex production issues involving APIs, transfers, context passing, routing, telephony, and contact center platforms.
- Partner with platform reliability teams on monitoring, alerting, and root-cause analysis.
- Translate business and technical requirements into scalable integration and contact center solutions.
- Contribute to platform governance, documentation, release management, operational readiness, and continuous improvement.
- Mentor team members and promote technical standards and operational excellence.
Requirements
- 7+ years of experience in contact center engineering, CCaaS platform administration, telephony engineering, or related customer experience technologies.
- 5+ years of hands-on experience configuring and supporting Five9 or a comparable enterprise contact center platform.
- Experience with IVR, call routing, transfers, agent handoff, omnichannel workflows, queue management, and customer interaction processes.
- Experience integrating contact center platforms with enterprise applications through 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, workforce management and reporting experience, large-scale contact center migrations, cloud contact center architecture, AI-enabled customer engagement, and integrations involving Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, Salesforce Service Cloud, SAP, MuleSoft, Okta, Genesys Cloud, Cisco Contact Center, SIP, or VoIP.
- Experience mentoring team members and familiarity with healthcare, regulated industries, enterprise security, or compliance requirements are preferred.
Benefits
- Base pay range is $99,100-$132,100 annually, with potential annual bonus or long-term incentive opportunities.
- Primarily remote or office-based work with occasional travel for team meetings, planning sessions, or business initiatives.
- McKesson offers benefits as part of its Total Rewards program.
- Equal opportunity employer with 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.