Sr. Contact Center Specialist Genesys

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Position Summary (Purpose of job):

The Sr. Contact center Genesys Specialist provides technical leadership in designing implementing and optimizing enterprise Contact Center solutions with a primary focus on Genesys platforms and integrated ecosystem capabilities. This role is responsible for architecting and governing complex multi-channel contact center environments including voice digital and AI-enabled self-service experiences.

The position leads the development of scalable call center solutions including call flows routing strategies scripting reporting frameworks and workforce engagement capabilities. It ensures seamless integration with third-party AI platforms web-based CRM systems such as Salesforce Workforce Engagement Management (WEM) platforms such as Verint and EMR/ERM platforms like Athena along with other clinical and operational applications.

Collaborating with business stakeholders engineering teams and vendors the role translates business requirements into technical designs documents end-to-end call flows and drives best practices to deliver compliant high-performing and patient-centric solutionsparticularly within healthcare environments.

Key Responsibilities:

• Take ownership of designing and implementing enterprise Contact Center solutions using Genesys and related CCaaS technologies.
• Develop and maintain call flows IVR configurations routing strategies and agent scripting aligned with business requirements and customer experience objectives.
• Translate business and clinical requirements into detailed technical designs ensuring accurate documentation of call flows integrations and system behavior.
• Lead integration efforts with third-party AI solutions (e.g. conversational AI virtual agents) CRM platforms like Salesforce Workforce Engagement platforms such as Verint and ERM/EMR systems such as Athena.
• Design and develop APIs and integration patterns to enable seamless data exchange across contact center CRM WEM and clinical systems.
• Collaborate with cross-functional teams (Operations Clinical IT Vendors) to deliver cohesive end-to-end contact center solutions.
• Develop and manage reporting frameworks dashboards and data extracts across both contact center and WEM platforms (e.g. Verint) to support operational performance quality monitoring workforce optimization regulatory compliance and business insights.
• Support configuration and integration of Workforce Engagement capabilities including call recording quality management workforce management performance analytics and compliance monitoring.
• Ensure adherence to healthcare regulatory requirements (e.g. HIPAA) and enterprise security standards across all contact center and workforce engagement solutions.
• Support DevOps and CI/CD practices related to contact center configuration scripting and deployment pipelines.
• Evaluate emerging contact center AI and workforce optimization technologies to recommend enhancements that improve automation containment agent performance and customer experience.
• Mentor team members and provide technical leadership on contact center architecture integrations and 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 deep expertise in Genesys platforms (e.g. Genesys Cloud Engage or equivalent CCaaS solutions).
• Strong experience designing IVR systems call routing strategies agent scripting and end-to-end call flow architecture.
• Proficiency in integrating contact center platforms with CRM systems (e.g. Salesforce) Workforce Engagement platforms (e.g. Verint) and healthcare systems (e.g. Athena or similar EMR/ERM platforms).
• Experience working with Genesys or similar CCaaS platforms in complex multi-system environments.
• Experience with Workforce Engagement solutions including call recording quality management workforce management speech analytics and performance optimization.
• Experience with third-party AI solutions including conversational AI speech analytics and virtual assistants.
• Solid understanding of REST APIs middleware and integration frameworks for enterprise system interoperability.
• Strong experience in reporting and analytics within contact center and WEM platforms including development of dashboards KPIs and operational reporting.

Nice to Have :

• Healthcare industry experience strongly preferred with understanding of clinical workflows patient engagement and regulatory requirements.
• Experience working with cross-functional teams and vendors to deliver large-scale contact center transformation initiatives.
• Knowledge of scripting and automation (e.g. JavaScript Python or platform-native scripting tools) for call flows integrations and reporting workflows.
• Understanding of healthcare regulations and data privacy requirements including HIPAA compliance.
• Ability to document business requirements technical designs and call flows in a clear structured manner.
• Strong problem-solving analytical and leadership skills with the ability to guide cross-functional 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