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McKesson · 2 days ago

Director Contact Center and Telephony Technologies MMS

Richmond, VA

Full-time

Onsite

Director/Executive

$152K/yr - $254K/yr

12+ years exp

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. They are seeking a seasoned professional to provide technical and strategic leadership for global contact center and telephony platforms, focusing on architecture, innovation, and enhancing customer experience.

BiopharmaBiotechnologyHealth CareInformation TechnologyPharmaceutical

No H1B

Responsibilities

Own the architecture and roadmap for enterprise telephony, VoIP, SIP trunking, SBCs, IVR, and contact center platforms

Lead design and deployment of CCaaS and UCaaS platforms

Ensure seamless integration of contact center platforms with CRM (Salesforce), workforce management (WFM), quality management, and analytics tools

Drive AI/automation capabilities (IVR, chatbots, speech analytics, natural language routing)

Define technical standards, security guidelines, and best practices for voice and contact center systems

Oversee day-to-day operation of global telephony and contact center platforms, ensuring high availability

Manage incident response and root cause analysis for critical outages

Ensure disaster recovery and business continuity plans are designed and tested

Optimize QoS, bandwidth, and call routing strategies across global networks

Ensure compliance with PCI, HIPAA, FCC, and other regional telephony regulations

Implement secure call recording, encryption, and retention strategies

Partner with security teams to manage risks around SIP attacks, toll fraud, and data privacy

Lead a team of engineers and administrators across global operations

Manage vendor relationships, licensing, and contract negotiations with CCaaS/UCaaS providers and carriers

Build strong partnerships with customer service, operations, and IT security teams

Qualification

Telephony architectureVoIPSIPCCaaSUCaaSCRM integrationAIAutomationNetworking fundamentalsVendor managementScriptingRegulated industry experienceLeadership