Director Service Manager Contact Center and Telephony Technologies

Service Manager Of Mms Contact Center & Telephony Technologies

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.

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

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.

Our Base Pay Range for this position $144,500 - $240,900

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.