CCaaS Platform & Innovation Lead

Company: McKesson
Location: Fort Worth
Posted on: April 25, 2025

Job 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.

What 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.

Current Need:

McKesson is seeking a CCaaS (Contact Center as a Service) Platform & Innovation Lead to help drive the strategy, implementation, and continuous improvement of our cloud-based contact center platform. This role will be responsible for assisting the CCaaS roadmap, optimizing omnichannel customer engagement, and ensuring seamless integration with Salesforce Service Cloud to deliver a unified agent and customer experience.

The ideal candidate has deep expertise in CCaaS platforms (Genesys Cloud, Five9 or similar), AI-driven automation, WEM/WFM, and CRM integration (Salesforce Service Cloud). They will collaborate with cross-functional teams-including McKesson Technology Teams, contact center business operations including back-office WFM teams, and executive leadership-to enhance contact center operations, drive AI-powered automation, and improve customer satisfaction.

Key Responsibilities:

Product Strategy & Roadmap

• Drive and execute the CCaaS product roadmap, ensuring seamless integration into the Customer Experience Organization (CxO) and with Salesforce Service Cloud platform.
  
• Identify opportunities for AI-driven automation, self-service, and real-time analytics to improve efficiency.
  
• Partner with business stakeholders to gather requirements and translate them into scalable CCaaS features.
  
• Work closely with CxO Leadership and various key stakeholders, IT, Sales, CCaaS vendors, and Product teams to gather requirements and feedback.
  CCaaS & Salesforce Integration
  • Ensure real-time synchronization between CCaaS and Salesforce for seamless case management and agent efficiency.
    
  • Optimize omnichannel routing, CTI, IVR, and AI-powered self-service capabilities.
    
  • Work with IT and vendors to enhance contact center automation, Workforce Engagement Management (WEM), and analytics.
    Cross-Functional Collaboration
    • Work closely with customer service leaders to improve agent efficiency and customer interactions.
      
    • Partner with IT, developers, and third-party vendors to implement and optimize Salesforce and CCaaS capabilities.
      
    • Act as the bridge between technical teams and business users, ensuring smooth adoption of new features.
      Technology Evaluation and Implementation
      • Partner with McK Technology to evaluate emerging digital technologies, tools/platforms, and make recommendations on impact to business.
        
      • Oversee the implementation of solutions, ensuring they are integrated into existing systems and processes effectively.
        Optimization & Continuous Improvement
        • Monitor contact center KPIs (AHT, CSAT, FCR, ASA, etc.) and optimize platform configurations accordingly.
          
        • Leverage speech analytics, AI-driven insights, and sentiment analysis to enhance customer interactions.
          
        • Lead training sessions and change management efforts to drive adoption of CCaaS and CRM-integrated tools.
          Minimum Requirement:
          • Degree or equivalent and typically requires 7+ years of relevant experience.
            Critical Skills:
            • 7+ years of experience as a CCaaS Product Owner, Contact Center Technology Manager, or similar role with CCaaS platforms (Genesys CX, Five9, or equivalent).
              
            • 5+ years of experience with Salesforce.com or other CRM.
              
            • Strong understanding of contact center operations, case management, and omnichannel customer service.
              
            • Strong understanding of Salesforce Service Cloud integration with CCaaS solutions.
              
            • Experience with AI-powered automation, conversational IVR, and real-time analytics.
              
            • Proven track record in agile product management, backlog prioritization, and roadmap execution.
              Additional Skills:
              • Experience integrating CCaaS with Salesforce Service Cloud to streamline agent workflows.
                
              • Familiarity with speech analytics, sentiment analysis, and predictive customer insights.
                
              • Knowledge of healthcare contact center environments and regulatory considerations.
                
              • Certifications in CCaaS platforms, Agile Product Ownership, or ITIL.
                Working Conditions:
                • WFH/Office Demands
                  
                • Travel up to 20%
                  
                  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 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.
                  
                  Our Base Pay Range for this position
                  
                  $105,500 - $175,900
                  
                  McKesson is an Equal Opportunity Employer
                  
                  McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
                  
                  Join us at McKesson!PandoLogic. Keywords: Innovation Manager, Location: Fort Worth, TX - 76166 , PL: 597492443

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