Sr. Director, Engineering Manager- Agent & Supervisor
Job in
Mississauga, Ontario, Canada
Listing for:
MCD McKesson Canada Corporation / La Corporation McKesson Canada
Full Time, Part Time
position
Listed on 2026-07-16
Job specializations:
Job Description & How to Apply Below
Position Summary (Purpose of job):
The 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.
This 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.
KEY RESPONSIBILITIES
Lead and develop the CCaaS platform and telephony engineering team, managing performance, career development, hiring, and talent retention across multiple platform domainsDrive engineering practice maturity across contact center platforms, establishing standards for routing logic configuration, IVR development, omnichannel implementation, workforce management integration, and quality managementOwn capacity planning and resource allocation across the platform portfolio, balancing investment priorities with operational needs and transformation delivery demandsManage 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 redeploymentCoordinate with solution architects on platform architecture, technical standards, and platform evolution strategy to ensure engineering execution aligns with the service roadmapEnsure 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 transitionsManage vendor engineering relationships, ensuring platform capabilities, support, and roadmaps align with McKesson's contact center service strategyChampion the adoption of AI-enabled engineering practices across the team, including AI copilots for development, automated testing, and intelligent workflow accelerationFoster an engineering culture that attracts and retains top talent through investment in developer experience, technical community building, and continuous learning opportunitiesEnsure engineering practices meet McKesson's security, compliance, and regulatory requirements, embedding security-by-design principles into development workflows and platform configurationsMINIMUM 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)
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 developmentStrong understanding of CCaaS platforms (Five9, Genesys, or equivalent) including routing logic, IVR, omnichannel, workforce management, and quality management capabilitiesExperience managing multi-platform engineering environments including platform capability development, maintenance, and decommissioning across different lifecycle stagesExtensive 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 qualityStrong talent development skills including hiring, performance management, career pathing, and building high-performing engineering cultures with strong developer experienceExperience with Agile/Dev Ops engineering practices, CI/CD pipelines, and engineering performance metricsNICE TO HAVE
Knowledge of contact center architecture patterns, integration with CRM systems, workforce optimization platforms, and enterprise telephony infrastructureUnderstanding of…
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