Senior Specialist

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is seeking a Sr. Specialist (Five 9) to help design, build, and optimize our enterprise contact center platforms that support critical healthcare operations. This hands-on engineering role focuses on delivering scalable, secure, and reliable customer engagement solutions across voice, chat, email, and digital channels.

As McKesson continues to expand its strategic cloud contact center capabilities, this position will play a key role in building and enhancing our Five9 Contact Center as a Service (CCaaS) platform while supporting modernization efforts and migration initiatives. The ideal candidate combines deep contact center platform expertise with strong engineering, automation, and operational excellence skills.

What You'll Do

• Design, configure, and support enterprise contact center platforms with a primary focus on Five9 CCaaS solutions.
• Build and optimize call routing strategies, IVR workflows, self-service capabilities, and omnichannel customer experiences.
• Implement integrations between contact center platforms, workforce management systems, CRM applications, and enterprise technologies.
• Lead platform modernization initiatives and support migration of workloads from legacy contact center environments.
• Develop automation, monitoring, and operational processes that improve reliability, scalability, and service quality.
• Partner with business, product, operations, and engineering teams to translate requirements into technical solutions.
• Drive platform governance, security controls, compliance requirements, and operational best practices.
• Provide technical leadership, troubleshooting support, and mentoring across contact center engineering initiatives.

Basic Requirements

• Degree or equivalent and requires 7+ years of progressive experience in contact center engineering, CCaaS platforms, telephony engineering, or related infrastructure engineering roles.
• Hands-on experience administering and configuring Five9, Genesys, or enterprise contact center platforms.
• Experience designing and supporting IVR solutions, call routing logic, and omnichannel customer engagement channels.
• Experience with voice technologies including SIP, VoIP, telephony platforms, or contact center infrastructure.
• Experience integrating contact center platforms with enterprise systems and APIs.
• Strong troubleshooting skills in complex production environments.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.

Preferred Skills/Experience

• Deep expertise with Five9 platform engineering and administration.
• Experience supporting large-scale CCaaS implementations and contact center transformations.
• Experience with workforce management integrations and customer experience technologies.
• Knowledge of Genesys Cloud, Genesys Engage, or similar contact center platforms.
• Experience supporting Cisco contact center migration initiatives.
• Experience with cloud platforms, automation tools, scripting, and DevOps practices.
• Knowledge of security, compliance, access management, and operational governance requirements.
• Experience working in healthcare or other highly regulated industries.

Travel / Work Environment / Physical Requirements

• Work location: Hybrid or remote based on business needs and organizational requirements.
• Limited travel may be required for team meetings, planning sessions, or business initiatives.
• Ability to work at a computer and participate in virtual collaboration for extended periods.
• Participation in on-call support rotations may be required based on operational needs.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$99,100 - $132,100

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.

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