Director responsible for global critical situation management and customer success at Proofpoint. Handling urgent customer escalations and driving operational excellence in cybersecurity support.
MC
Hybrid Director, Service Manager – Contact Center and Telephony Technologies
Posted 4 months ago
About the role
- Service Manager overseeing telephony and contact center technologies at McKesson. Leading technical leadership and operational excellence in global telephony systems.
Responsibilities
- Provide technical and strategic leadership for the enterprise’s global voice, telephony, and contact center platforms
- 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)
- 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
- Ensure compliance with PCI, HIPAA, FCC, and other regional telephony regulations
- Implement secure call recording, encryption, and retention strategies
- 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
Requirements
- Degree or equivalent experience
- Typically requires 12+ years of professional experience and 4+ years of management experience
- 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
- Candidate must be authorized to work in the U.S, now or in the future, without the support from McKesson
Benefits
- competitive compensation package
- annual bonus
- long-term incentive opportunities
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