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Lead Contact Center Engineer

1 month ago

Irving, Texas, United States MCKESSON Full time
Job Title: Lead Contact Center Engineer (UCaaS and CCaaS)

McKesson is a leading healthcare company that is committed to delivering innovative solutions to improve patient care and outcomes. We are seeking a highly skilled and experienced Lead Contact Center Engineer to join our team.

Job Summary:

The Lead Contact Center Engineer will be responsible for designing, implementing, and supporting our comprehensive Contact Center and Unified Communications systems. This includes UCaaS and CCaaS technologies, as well as other related systems. The successful candidate will have a strong background in telecom engineering, with a focus on UCaaS and CCaaS systems.

Key Responsibilities:
  • Design and implement Contact Center and Unified Communications systems, including UCaaS and CCaaS technologies.
  • Develop and maintain technical documentation and standards for Contact Center and Unified Communications systems.
  • Collaborate with cross-functional teams to ensure seamless integration of Contact Center and Unified Communications systems with other business systems.
  • Provide technical leadership and guidance to team members on Contact Center and Unified Communications systems.
  • Identify and implement process and technology enhancements to improve user experience and drive automation value-added Telecom services.
Requirements:
  • 10+ years of experience in designing, configuring, implementing, and supporting Cisco Contact Centers (UCCE/WxCCE), Genesys, Five9, Verint, and/or equivalent.
  • Expert knowledge with Cisco Webex Contact Center (WXCCE) infrastructure.
  • 7+ years of experience in designing, configuring, implementing, and supporting UCaaS and CCaaS systems. Preferably multi-tenant configurations.
  • Strong understanding of sentiment analysis, intent classification, text-to-speech, and speech-to-text technologies, conversational AI, bots, agent assist, and automation.
  • Cisco CCNP Collaboration/Voice or equivalent.
  • Genesys Framework and Architecture design.
  • Expert knowledge of VOIP, SIP Protocols, Workforce Management, Quality Management, and voice network protocols.
  • Proven CTI integration experience with other API's, CTI screen-pop, Finesse gadgets, and IVR database troubleshooting.
Preferred Qualifications:
  • Excellent project management skills, ability to prioritize, organize, and be detailed.
  • Outstanding written and verbal communications skills complemented by proven expertise in relationship building and management.
  • Demonstrate good judgment in solving problems as well as identifying problems in advance and proposing solutions.
  • Solid analytical skills which result in sound decisions, solutions, and recommendations.
  • Strong troubleshooting skills accompanying creative thinking to resolve complex and non-complex issues.
  • Strong team player, self-motivated and able to make progress with autonomy.
  • Cisco Routing and Switching experience, preferably current/former CCNA.
  • Software programming experience highly desired.
  • Certification in ITIL preferred.
  • Knowledge of Microsoft Teams administration, audio Codecs, and G. 711, G. 729.
  • Hands on knowledge of Networking technologies including switching, routing, F5/Netscaler load balancers, DNS, Palo Alto Firewalls, Proxy Servers, and QoS.
  • Programming/Scripting experience (preferably Python and MSSQL).
  • CCIE certification preferred.
Education:
  • Bachelor's degree in information technology, Computer Science, Information Systems, or a related field, or equivalent experience.
Work Environment/Physical Demands:
  • Remote Position, preferably based near a McKesson office.
  • Less than 20% Travel required.
  • Using keyboard six hours per day.
  • General Office Requirements.

McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Qualified applicants will not be disqualified from consideration for employment based upon criminal history. 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 . Resumes or CVs submitted to this email box will not be accepted. Current employees must apply through the internal career site. Join us at McKesson