{"id":2978972,"url":"https://alion.io/job/mckesson-sr-director-engineering-manager-agent-supervisor","title":"Sr. Director, Engineering Manager- Agent & Supervisor","company":{"id":4393,"name":"McKesson","domain":"mckesson.com","url":"https://alion.io/company/mckesson","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":33,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":151200,"max":201600,"currency":"CAD","period":"year","gross":null,"usd_annual":143562},"salary_estimate":null,"experience_years_min":13,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ChatGPT","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Gmail","optional":true}],"status":"live","first_seen_at":"2026-06-16T00:00:00Z","employer_posted_date":"2026-06-16","last_verified_at":"2026-10-23T07:59:57Z","board_verified":true,"closed_at":null,"days_open":130,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":129},"description":"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.\nWhat 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.\nPosition Summary (Purpose of job):\nThe Sr. Director of Engineering Management - Agent & Supervisor Experience is responsible for building, leading, and developing the Engineering team that delivers McKesson's CCaaS 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.\nThis 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.\nKEY RESPONSIBILITIES\nLead and develop the CCaaS platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domains\nDrive engineering practice maturity across contact center platforms, establishing standards for routing logic configuration, IVR development, omnichannel implementation, workforce management integration, and quality management\nOwn capacity planning and resource allocation across the platform portfolio, balancing investment priorities with operational needs and transformation delivery demands\nManage platform lifecycle transitions, including the development of new platform capabilities, maintenance of existing platforms, and orderly decommissioning of legacy systems with effective knowledge transfer and workforce redeployment\nCoordinate with solution architects on platform architecture, technical standards, and platform evolution strategy to ensure engineering execution aligns with the service roadmap\nEnsure delivery velocity and quality across the full platform portfolio, maintaining engineering rigor whether the team is building new capabilities, maintaining existing systems, or executing platform transitions\nManage vendor engineering relationships, ensuring platform capabilities, support, and roadmaps align with McKesson's contact center service strategy\nChampion the adoption of AI-enabled engineering practices across the team, including AI copilots for development, automated testing, and intelligent workflow acceleration\nFoster an engineering culture that attracts and retains top talent through investment in developer experience, technical community building, and continuous learning opportunities\nEnsure engineering practices meet McKesson's security, compliance, and regulatory requirements, embedding security-by-design principles into development workflows and platform configurations\nMINIMUM REQUIREMENTS: Degree or equivalent experience. Typically requires 13+ years of professional experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)\nPHYSICAL REQUIREMENT: General Office Demands, We are Flex and Connect with 2 days a week in office\nCRITICAL SKILLS\nProven leadership experience building and managing engineering teams of 5+ engineers in CCaaS platform engineering, contact center technology, or enterprise application development\nStrong understanding of CCaaS platforms (Five9, Genesys, or equivalent) including routing logic, IVR, omnichannel, workforce management, and quality management capabilities\nExperience managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stages\nExtensive experience leading engineering teams responsible for CCaaS platform engineering, contact center technology, or enterprise communications platforms.\nApplied 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\nStrong talent development skills including hiring, performance management, career pathing, and building high-performing engineering cultures with strong developer experience\nExperience with Agile/DevOps engineering practices, CI/CD pipelines, and engineering performance metrics \n\nNICE TO HAVE\nKnowledge of contact center architecture patterns, integration with CRM systems, workforce optimization platforms, and enterprise telephony infrastructure\nUnderstanding of security and compliance requirements in regulated industries, with experience embedding security practices into engineering workflows\nExperience managing platform transitions and technology lifecycle management in enterprise environments.\nExperience in healthcare technology or other regulated industries is preferred.\nCandidate must be authorized to work in the Canada, now or in the future, without the support from McKesson.\nWe 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. For more information regarding benefits at McKesson, please click here.\nOur Base Pay Range for this position\n$151,200 - $201,600McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:\nMcKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.\nMcKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.\nMcKesson job postings are posted on our career site: careers.mckesson.com.\nMcKesson is an Equal Opportunity Employer\nMcKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.\nMcKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States)  or (Canada) . Resumes or CVs submitted to this email box will not be accepted.\nJoin us at McKesson!","description_format":"text","description_chars":8421,"description_truncated":false,"requirements":{"experience_years_min":13,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Pharmaceutical Distribution","Medical Equipment Distribution"],"lifecycle":[{"event":"open","at":"2026-10-21T06:09:54Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.258,"p_room":0.28,"age_days":129,"expected_fill_days":12,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":143562,"is_top_pay":false},"html_url":"https://alion.io/job/mckesson-sr-director-engineering-manager-agent-supervisor","json_url":"https://alion.io/job/mckesson-sr-director-engineering-manager-agent-supervisor.json","meta":{"generated_at":"2026-10-24T03:36:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5649,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4393},"rest":"https://alion.io/mcp/rest/get_company?id=4393"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmckesson-sr-director-engineering-manager-agent-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmckesson-sr-director-engineering-manager-agent-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmckesson-sr-director-engineering-manager-agent-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mckesson-sr-director-engineering-manager-agent-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmckesson-sr-director-engineering-manager-agent-supervisor"}]}