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Sr. Director, Engineering Manager- Agent & Supervisor
Mckesson
Mississauga, CAN
Full-time
Senior · 13+ years experience
Hybrid
CAD 151200-201600 yearly / year
Discovered 3 weeks ago
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PHYSICAL REQUIREMENT
- General Office Demands, We are Flex and Connect with 2 days a week in office
- CRITICAL SKILLS
- Proven leadership experience building and managing engineering teams of 5+ engineers in CCaaS platform engineering, contact center technology, or enterprise application development
- Strong understanding of CCaaS platforms (Five9, Genesys, or equivalent) including routing logic, IVR, omnichannel, workforce management, and quality management capabilities
- Experience managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stages
- Extensive experience leading engineering teams responsible for CCaaS platform engineering, contact center technology, or enterprise communications platforms.
- Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and engineering automation tools, with demonstrated ability to drive AI adoption across engineering teams to improve velocity and quality
- Strong talent development skills including hiring, performance management, career pathing, and building high-performing engineering cultures with strong developer experience
- Experience with Agile/DevOps engineering practices, CI/CD pipelines, and engineering performance metrics
NICE TO HAVE
Knowledge of contact center architecture patterns, integration with CRM systems, workforce optimization platforms, and enterprise telephony infrastructure
Understanding of security and compliance requirements in regulated industries, with experience embedding security practices into engineering workflows
Experience managing platform transitions and technology lifecycle management in enterprise environments.
Experience in healthcare technology or other regulated industries is preferred.
C andidate must be authorized to work in the Canada, now or in the future, without the support from McKesson.
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