Position Details

Salary $152K – $253K USD / year

Type Not Specified

Experience executive

Exp. Years Typically requires 12+ years of professional experience and 4+ years of management experience.

Education Degree or equivalent experience

Category Networking & Telecom

About this role

Lead the architecture, roadmap, and operations of McKesson’s global contact center and telephony platforms. Own reliability, disaster recovery, compliance, and vendor relationships while driving AI/automation capabilities to improve customer experience.

Key Responsibilities

Own architecture and roadmap for enterprise telephony and contact center platforms
Lead design and deployment of CCaaS and UCaaS platforms
Ensure high availability with incident response and root cause analysis
Design and test disaster recovery and business continuity plans
Ensure compliance with PCI, HIPAA, FCC and secure voice recording/encryption

Technical Overview

Responsible for enterprise telephony and contact center architecture across VoIP, SIP trunking, SBCs, IVR, and CCaaS/UCaaS platforms. Ensures integrations with Salesforce, workforce management, quality and analytics tools, and manages QoS, incident response, disaster recovery, security, and regulatory compliance (PCI/HIPAA/FCC).

Ideal Candidate

The ideal candidate is a senior IT leader with 12+ years of progressive experience and 3+ years managing telephony and contact center platforms in a leadership capacity. They have deep expertise in VoIP, SIP trunking, SBCs, IVR, CCaaS, and UCaaS, including integrations with Salesforce, workforce management, and analytics tools.

Must-Have Skills

6+ years of progressive IT experience3+ years in leadership roles managing telephony/contact center technologiesStrong knowledge of VoIPStrong knowledge of SIPStrong knowledge of SBCsStrong knowledge of PBX systemsStrong knowledge of cloud telephonyHands-on experience with CCaaS/UCaaS migrations and integrationsArchitecture and roadmap ownership for enterprise telephonyVoIPSIP trunkingSBCsIVRand contact center platformsOversee day-to-day operation ensuring high availability

Nice-to-Have Skills

Not specified

Tools & Platforms

CCaaSUCaaSSalesforceCRM (Salesforce)workforce management (WFM)

Required Skills

enterprise telephonyVoIPSIP trunkingSBCsIVRcontact center platformsCCaaSUCaaSSalesforceworkforce management (WFM)AI/automationchatbotsspeech analyticsnatural language routinghigh availabilityincident responseroot cause analysisdisaster recoverybusiness continuityQoScall routing strategiesPCIHIPAAFCCcall recordingencryptiontoll fraudSIP attacksvendor managementlicensingcontract negotiations

Hard Skills

enterprise telephonyVoIPSIP trunkingSBCsIVRcontact center platformsCCaaSUCaaScontact center platform integrationsCRM (Salesforce)workforce management (WFM)quality managementanalytics toolsAI/automationchatbotsspeech analyticsnatural language routingtechnical standardssecurity guidelinesvoice systems best practicescontact center systems best practiceshigh availabilityincident responseroot cause analysisdisaster recoverybusiness continuityQoSbandwidth optimizationcall routing strategiesPCIHIPAAFCCcall recordingencryptionretention strategiesSIP attackstoll frauddata privacyvendor managementlicensingcontract negotiationstelephony regulations compliance

Soft Skills

technical and strategic leadershiparchitecture roadmap ownershipleadershipteam managementcross-functional partnershipstakeholder managementincident management communicationinnovation leadership

Industry & Role

Industry Telecom

Job Function Provide technical and strategic leadership for global telephony and contact center technology architecture, reliability, and compliance.

Role Subtype VoIP Engineer

Tech Domains Networking / TCP-IP, VoIP / Unified Communications, Cybersecurity

Keywords for Your Resume

Director Contact Center and Telephony Technologies MMSDirector Contact CenterTelephony TechnologiesContact Centerenterprise telephonyVoIPSIP trunkingSIPSBCsIVRPBX systemsCCaaSUCaaSSalesforceworkforce management (WFM)high availabilityincident responseroot cause analysisdisaster recoverybusiness continuityQoSPCIHIPAAFCCcall recordingencryptiontoll fraudSIP attacksnatural language routingchatbotsspeech analytics

Deal Breakers

12+ years professional IT experience, 4+ years of management experience, 6+ years progressive IT experience with 3+ years in leadership roles managing telephony/contact center technologies, Strong knowledge of VoIP, SIP, SBCs, PBX systems, and cloud telephony

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