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Lead Contact Center Engineer

2 months ago

Irving, Texas, United States MCKESSON Full time
Job Title: Lead Contact Center Engineer

Mckesson is a leading healthcare 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. As a Lead Contact Center Engineer, you will play a critical role in driving the design, engineering, and support of our comprehensive Contact Center and Unified Communications systems.

Key Responsibilities:
  • Serve as a liaison between McKesson Business Units and Customers, responsible for identifying business requirements, developing solutions and associated business processes.
  • Proactively identify and implement process and technology enhancements to improve user experience and drive automation value-added Telecom services.
  • Mentor and provide guidance to team members.
  • Design, implement, and support call flows to integrate with 3rd party applications such as CRM/PRM, Call recording vendors, Workforce Management, Quality Management, Natural Language Processing, Automatic Speech Recognition, and other Cloud integrations.
  • Creation and presentation of technical Telecom Artifacts, and Emerging Technologies.
  • Manage multiple concurrent telecom projects, which may contain multiple individual project level work streams. Driving vendor deliverables aligning with business goals and objectives.
  • Collaborate with application support teams to ensure proper integration with 3rd party solutions.
  • Deliver exceptional customer service to both external and internal clients, including high-level support and proactive communication during critical issues.
  • Assist Request for Proposals (RFP) and evaluate potential Mergers and Acquisitions (M&A).
Requirements:
  • Typically requires 10+ years of relevant experience.
  • 10 plus 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 plus 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.
Additional Knowledge & Skills:
  • 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.

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position$121,900 - $203,100

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