Job Description

Contact Center Technology Solutions Delivery, Sr Director at MCKESSON summary:

The Senior Director of Contact Center Technology Solutions Delivery at McKesson leads the design, development, and execution of scalable and reliable technology solutions for contact center operations. This role involves strategic leadership in technology architecture, vendor management, project oversight, and team development, ensuring alignment with business objectives. The position also requires staying abreast of emerging digital technologies to drive innovation and efficiency within McKesson's healthcare-focused contact centers.

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.

The Senior Director, Contact Center Technology Solutions Delivery, is a strategic leadership role responsible for leading the design, development, and execution of technology solutions, ensuring scalability, reliability, and alignment with business objectives.

This critical role requires a strong understanding of digital technologies and their impact on business operations, particularly within the context of contact center environments.

Key Responsibilities:

Solution Delivery :

• Develop a comprehensive understanding of McKesson’s contact centers and site locations, including services, volume, consumer base, technology landscape, roadmap, etc. to align technology solutions with business needs
• Lead the technical strategy, architecture, and implementation of next-generation contact center platforms
• Oversee the development and deployment of solutions across all communication channels, ensuring scalability, reliability, and integration with enterprise systems.
• Establish and implement a structured development methodology that enables the engineering team to meet business demands while delivering high-quality solutions on time and within budget

Project Management :

• Oversee development activities throughout the project lifecycle, including backlog management, architecture assessments, regular status reporting, risk and issue management, and release management
• Ensure coordination with other technology teams to manage dependencies and drive successful solution delivery

Vendor Management:

• Oversee engineering teams and manage vendor relationships and contract agreements, including drafting RFPs and influencing vendor selection
• Monitor technology consumption to optimize costs and secure the best pricing for McKesson operations
• Foster strong partnerships with both business and technology teams, internal and external, to align vendor solutions with McKesson's strategic goals

Communications:

• Provide clear and consistent communication to business and technology stakeholders through status updates, executive summaries, and strategic insights
• Proactively identify and mitigate risks while ensuring alignment with business units and fostering cross-functional collaboration

Team Leadership :

• Lead, mentor, and develop a high-performing team to achieve McKesson’s Technology and Business goals
• Foster a culture of innovation, accountability, and continuous learning

Budget Management:

• Develop and manage the technology budget, ensuring alignment with business roadmaps and financial targets
• Responsible for budget planning and allocation, cost optimization, resource utilization, vendor contract management, and ROI on technology investments

Technology Evaluation :

• Stay current on emerging digital and telephony trends to assess their relevance and impact on McKesson’s contact center operations
• Serve as a technology advisor to business units, evaluating and integrating innovative digital technologies into the contact center ecosystem to drive sustainable growth and transformation

Minimum Requirement :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).

Critical Skills:

• Strong knowledge of contact center technologies and platforms, particularly Five9 and Salesforce
• Experience leading technology development teams, onshore and offshore
• Strong understanding of unified communications
• Vendor management – adherence to SLAs, budget, project delivery
• Knowledgeable on Agile methodology

Candidate must be authorized to work in the U.S, now or in the future, without the support from McKesson.

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, pleaseclick here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

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

Join us at McKesson!

Keywords:

contact center technology, technology solutions delivery, digital transformation, vendor management, project management, unified communications, Agile methodology, Salesforce, Five9, healthcare IT

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