Sr. Contact Center Specialist Five9

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.

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Position Summary (Purpose of job):

The Sr. Contact Center Five9 Specialist provides technical leadership in the design implementation and continuous optimization of enterprise Contact Center solutions with a primary focus on the Five9 CCaaS platform and its integrated ecosystem. This role is responsible for architecting scalable resilient and secure multi-channel engagement solutions spanning voice digital and AI-driven self-service capabilities.

Following industry best practices the position applies an integration-first and customer journey-centric approach ensuring seamless orchestration across contact center self-service AI platforms (e.g. Sierra) CRM systems (e.g. Salesforce) Workforce Engagement platforms (e.g. Verint) and healthcare systems (e.g. Athena and other clinical applications). The role emphasizes high self-service containment intelligent routing and data-driven decisioning to enhance both customer and agent experiences.

The position holds significant ownership of a large portfolio of call flows within the Five9 platform including IVR design orchestration logic scripting and reporting. It is accountable for ensuring call flows are efficient reusable well-governed and aligned to documented business requirements and customer journeys.

In alignment with engineering best practices the role focuses on observability performance optimization resiliency and continuous improvement leveraging analytics and feedback loops to refine solutions over time. It ensures that all designs adhere to security privacy and regulatory requirements applicable to Canadian/US healthcare environments including appropriate handling of sensitive data.

Collaborating closely with business stakeholders clinical teams engineering partners and vendors the role translates complex business requirements into structured technical designs produces detailed call flow documentation and drives delivery of high-quality compliant and scalable contact center solutions that support enterprise and patient engagement objectives.

Key Responsibilities:

• Take ownership of designing configuring and optimizing enterprise Contact Center solutions on the Five9 CCaaS platform.
• Develop and maintain a significant portfolio of call flows IVR configurations routing logic and agent scripting to support large-scale contact center operations.
• Translate business operational and clinical requirements into detailed technical designs ensuring accurate documentation of call flows integrations and end-to-end system behavior.
• Lead integration efforts between Five9 and third-party platforms with a strong emphasis on self-service AI solutions (e.g. Sierra) CRM systems (e.g. Salesforce) Workforce Engagement platforms (e.g. Verint) and healthcare systems (e.g. Athena and other clinical applications).
• Design and implement API-driven and event-based integration patterns to enable seamless data exchange across contact center AI CRM WEM and clinical platforms.
• Collaborate with cross-functional teams (Operations Clinical IT Data Vendors) to deliver cohesive end-to-end customer and patient engagement solutions.
• Develop and support reporting frameworks dashboards and data extracts across Five9 and integrated platforms to support operational performance workforce optimization compliance and analytics.
• Support configuration and integration of Workforce Engagement capabilities including call recording quality management workforce management and performance analytics (e.g. Verint).
• Ensure adherence to applicable data privacy security and regulatory requirements (including healthcare data protection standards) across all solutions.
• Support DevOps and release management practices related to contact center configuration scripting and integration deployments.
• Evaluate emerging contact center AI and automation technologies to recommend enhancements that improve self-service containment operational efficiency and overall customer experience.
• Provide technical leadership and mentorship on Five9 platform architecture integration patterns and contact center engineering best practices.

Minimum Requirement Degree or equivalent andtypically requires 7 years ofrelevant experience

Physical Requirements: General Office Demands We are Flex and Connect with 2 days a week in office

Required Skills-

• Advanced knowledge of Contact Center technologies with strong expertise in Five9 CCaaS or similar cloud-based contact center platforms.
• Hands-on experience with Five9 CCaaS platform including configuration call flow development and integration design.
• Extensive experience designing and managing IVR systems call routing strategies agent scripting and large-scale call flow architectures.
• Demonstrated experience integrating contact center platforms with self-service AI technologies (e.g. Sierra or similar conversational AI platforms).
• Strong experience integrating contact center platforms with CRM systems (e.g. Salesforce) Workforce Engagement platforms (e.g. Verint) and healthcare applications (e.g. Athena or similar EMR/ERM platforms).
• Solid understanding of REST APIs web services middleware and integration frameworks for enterprise system interoperability.
• Experience supporting reporting and analytics within contact center and WEM platforms including development of KPIs dashboards and operational reporting.
• Knowledge of scripting and automation (e.g. JavaScript Python or platform-native tools) for call flows integrations and reporting workflows.

Nice To Have -

• Demonstrated experience integrating with self-service AI platforms (e.g. Sierra or similar) including conversational workflows and real-time data exchange.
• Experience delivering solutions in regulated environments (e.g. healthcare) is preferred.
• Experience working with cross-functional teams and third-party vendors to deliver complex multi-system solutions.
• Understanding of data privacy and security considerations applicable to contact center and healthcare environments in Canada and the US.
• Ability to document business requirements technical designs and call flows in a structured and traceable format.
• Strong problem-solving analytical and communication skills with the ability to collaborate across technical and business teams.

Candidate must be authorized to work in the Canada Office now or in the future without the support from McKesson.

We 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 McKessons 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 pleaseclick here.

Our Base Pay Range for this position

$99100 - $132100

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McKesson is an Equal Opportunity Employer

McKesson 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 McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

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Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 99100 - 132100