Mc Kesson 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 Mc Kesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring current 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 Mc Kesson's CCaa S 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.KEY RESPONSIBILITIES Lead and develop the CCaa S platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domainsDrive engineering practice maturity across contact center platforms, establishing standards for routing logic configuration, IVR development, omnichannel implementation, workforce management integration, and quality managementOwn capacity planning and resource allocation across the platform portfolio, balancing investment priorities with operational needs and transformation delivery demandsManage platform lifecycle transitions, including the development of new platform capabilities, maintenance of existing platforms, and orderly decommissioning of legacy systems with effective knowledge

📌 Sr. Director, Engineering Manager- Agent & Supervisor (Mississauga)
🏢 McKesson
📍 Mississauga