Director Service Manager Contact Center and Telephony Technologies

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Position Overview The Service Manager of MMS Contact Center & Telephony Technologies will provide technical and strategic leadership for the enterprise’s global voice, telephony, and contact center platforms. This role requires deep technical expertise in designing, implementing, and managing highly available contact center and telephony solutions, along with the ability to lead engineering teams in delivering secure, scalable, and integrated systems.
Key Responsibilities
Architecture & Engineering • 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. • Architect AI/automation capabilities (IVR, chatbots, speech analytics, natural language routing). • Define technical standards, security guidelines, and best practices for voice and contact center systems.
Operations & Reliability • Oversee day-to-day operation of global telephony and contact center platforms, ensuring 99.9%+ uptime. • Manage incident response and root cause analysis for critical voice/contact center outages. • Ensure disaster recovery, high availability, and business continuity plans are designed and tested. • Oversee QoS, bandwidth optimization, and call routing strategies across global networks.
Security & Compliance • 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.
Leadership & Vendor Management • Manage a team of engineers, architects, and administrators across global operations. • Lead vendor management, licensing, and contract negotiations with CCaaS/UCaaS providers, carriers, and hardware/software suppliers. • Build strong relationships with customer service, operations, and IT security to align technology strategy with business requirements.
Minimum Qualifications - Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience. Critical Skills - 10+ years of progressive IT experience, with 5+ years in leadership roles managing telephony/contact center technologies. Expert-level knowledge of VoIP, SIP, SBCs, PBX systems, cloud telephony, and hybrid architectures. Hands-on experience with CCaaS/UCaaS migrations Strong knowledge of CRM (Salesforce) and WFM integrations. Experience with APIs, middleware, and integrations between CCaaS platforms and enterprise systems. Familiarity with networking (QoS, MPLS, SD-WAN), session management, and voice codecs. Strong knowledge of call recording, workforce engagement, and analytics platforms.
Preferred Skills • Certifications in CCaaS/UCaaS platforms • Experience with AI-driven customer engagement and speech analytics tools. • Scripting or automation experience • Background in highly regulated industries 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 Our Base Pay Range for this position $144,500 - $240,900
Location:
Richmond
Job Type:
FullTime

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