Sr. Director, Engineering Manager- Agent & Supervisor

Responsibilities

• Lead and develop the CCaaS platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domains
• Drive engineering practice maturity across contact center platforms, establishing standards for routing logic configuration, IVR development, omnichannel implementation, workforce management integration, and quality management
• Own capacity planning and resource allocation across the platform portfolio, balancing investment priorities with operational needs and transformation delivery demands
• Manage platform lifecycle transitions, including the development of new platform capabilities, maintenance of existing platforms, and orderly decommissioning of legacy systems with effective knowledge transfer and workforce redeployment
• Coordinate with solution architects on platform architecture, technical standards, and platform evolution strategy to ensure engineering execution aligns with the service roadmap
• Ensure delivery velocity and quality across the full platform portfolio, maintaining engineering rigor whether the team is building new capabilities, maintaining existing systems, or executing platform transitions
• Manage vendor engineering relationships, ensuring platform capabilities, support, and roadmaps align with McKesson's contact center service strategy
• Champion the adoption of AI-enabled engineering practices across the team, including AI copilots for development, automated testing, and intelligent workflow acceleration
• Foster an engineering culture that attracts and retains top talent through investment in developer experience, technical community building, and continuous learning opportunities
• Ensure engineering practices meet McKesson's security, compliance, and regulatory requirements, embedding security-by-design principles into development workflows and platform configurations
• MINIMUM REQUIREMENTS: Degree or equivalent experience. Typically requires 13+ years of professional experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)
• PHYSICAL REQUIREMENT: General Office Demands, We are Flex and Connect with 2 days a week in office
• CRITICAL SKILLS
• Proven leadership experience building and managing engineering teams of 5+ engineers in CCaaS platform engineering, contact center technology, or enterprise application development
• Strong understanding of CCaaS platforms (Five9, Genesys, or equivalent) including routing logic, IVR, omnichannel, workforce management, and quality management capabilities
• Experience managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stages
• Extensive experience leading engineering teams responsible for CCaaS platform engineering, contact center technology, or enterprise communications platforms.
• Applied AI fluency - active use of AI a

Benefits

Additional Information

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. Position Summary (Purpose of job): The Sr. Director of Engineering Management - Agent & Supervisor Experience is responsible for building, leading, and developing the Engineering team that delivers McKesson's CCaaS platform capabilities, workforce optimization integrations, and enterprise telephony services. This role leads engineers working across multiple contact center platforms including Five9, Genesys, and Verint, managing a portfolio that spans platforms with active investment, platforms in maintenance, and platforms being decommissioned. The position requires leadership across the full platform lifecycle - from capability development through operational support and platform transitions. This leader is accountable for team performance, talent development, hiring, engineering practice maturity, and capacity planning. The Sr. Director manages the complex dynamics of a multi-platform engineering portfolio, ensuring delivery velocity across all platforms while managing workforce transitions as the technology landscape evolves. By championing AI-enabled engineering practices, fostering a culture of technical excellence, and ensuring security and compliance standards are embedded in engineering workflows, this leader ensures the agent and supervisor experience engineering function meets the demands of both transformation execution and steady-state service operations.

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