Sr. Integration Developer

Mckesson Corporation; San Francisco (CA); À distance; CAD 140 000 - 187 000; Plein temps

Avantages offerts par ce poste

Total Rewards

Résumé du poste

McKesson Corporation seeks a Sr. Integration Developer to architect and optimize our cloud contact center platform, focusing on Five9, Sierra Agent OS, and enterprise integrations with Salesforce, SAP, and MuleSoft.

You will partner with security, product, and operations to deliver scalable, secure customer experiences. In this hands-on role, you will migrate workloads from legacy systems, design omnichannel workflows, and mentor teammates while driving platform governance and best practices.

Qualifications

• 7+ years of experience in contact center engineering or related CX technologies.
• 5+ years configuring and supporting Five9 or comparable platforms.
• Experience with IVR, routing, omnichannel, queues, and agent handoff workflows.

Responsabilités

• Design, configure, and optimize Five9 contact center solutions including routing and IVR.
• Develop and maintain voice, chat, email configurations across Five9.
• Support migration from legacy platforms to Five9 and monitor performance.
• Configure integrations between Five9 and WFM, CRM, reporting, and apps.
• Build integrations between Sierra Agent OS and systems (Salesforce, SAP, MuleSoft).
• Escalate integration issues affecting live digital agents and assist with RCA.
• Troubleshoot platform, routing, telephony, and integration faults across systems.
• Collaborate with architects to translate requirements into scalable solutions.

Connaissances

CCaaS platforms

API integration

Stakeholder communication

Cloud-based architectures

Formation

Bachelor's degree in Computer Science, Information Systems, Engineering, or related

Outils

Five9

MuleSoft

Salesforce

SAP

Description du poste

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.

About the Role

McKesson is seeking a Sr. Integration Developer to help build and evolve our strategic cloud contact center platform and the integrations that connect it to our AI-powered digital agents. This role is a senior technical contributor responsible for designing, configuring, optimizing, and supporting enterprise-scale contact center solutions that deliver reliable and seamless customer experiences.

In this hands‑on role, you will develop and enhance Five9 capabilities, support platform modernization initiatives, and help migrate workloads from legacy contact center technologies. You will partner with architects, product teams, security, operations, and business stakeholders to deliver scalable, secure, and high‑performing solutions that support McKesson's healthcare mission.

This role sits on McKesson's Contact Center AI team, which is using AI and digital agent capabilities to transform and improve the end‑to‑end customer journey across voice, chat, and email for McKesson's businesses. The team designs, builds, and runs digital agents on Sierra Agent OS and connects them to the contact center and enterprise systems around them. This role owns that connective layer: the integrations between the contact center platform, enterprise systems such as Salesforce and SAP, APIs delivered through MuleSoft, and the digital agents that run on them. Sierra is new to the market, so prior Sierra experience is a plus, not a requirement.

What You'll Do

• Design, configure, and optimize Five9 contact center solutions including call routing, IVR, queues, skills‑based routing, and omnichannel experiences.
• Develop and maintain voice, chat, email, and digital engagement configurations across the Five9 platform.
• Support migration of contact center workloads from legacy platforms such as Cisco into Five9.
• Configure integrations between Five9 and workforce management, CRM, reporting, and enterprise applications.
• Build and support the integrations between Sierra Agent OS digital agents and the systems they rely on: Five9 (routing into and out of AI voice agents, context passing on transfer, live‑agent handoff), Salesforce (case creation and lookup), SAP and other order systems, and enterprise APIs delivered through MuleSoft or similar middleware.
• Serve on the escalation path for integration issues affecting live digital agents (failed API calls, transfer or context‑passing failures, routing defects), and partner with the platform reliability team on monitoring, alerting, and root‑cause analysis.
• Troubleshoot complex platform, routing, telephony, and integration issues across multiple systems.
• Collaborate with architects and business teams to translate requirements into scalable technical solutions.
• Contribute to platform governance, documentation, release management, operational readiness, and continuous improvement initiatives.
• Mentor team members and promote best practices, operational excellence, and solution standardization.

Basic Requirements

• 7+ years of experience in contact center engineering, CCaaS platform administration, telephony engineering, or related customer experience technologies.
• 5+ years of hands‑on experience configuring and supporting Five9 or a comparable enterprise contact center platform.
• Experience designing and supporting IVR, call routing, transfers and agent handoff, omnichannel, queue management, and customer interaction workflows.
• Experience integrating contact center platforms with enterprise applications using REST APIs, web services, webhooks, or middleware (e.g., MuleSoft).
• Experience troubleshooting voice, telephony, routing, and platform issues in production environments.
• Experience participating in software delivery lifecycle activities including testing, deployment, release management, and documentation.
• Strong communication and collaboration skills with technical and non-technical stakeholders.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent combination of education and experience.

Preferred Skills/Experience

• Five9 certifications or advanced platform administration experience.
• Experience with workforce management (WFM) platforms and contact center reporting solutions.
• Experience supporting large‑scale contact center migrations or platform transformations.
• Knowledge of cloud‑based contact center architecture and customer experience technologies.
• Experience with AI‑enabled customer engagement, virtual agents, call analytics, or automation capabilities.
• Experience integrating AI virtual agents or conversational AI platforms (Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, or similar) with telephony and CRM systems.
• Experience with Salesforce Service Cloud, SAP, MuleSoft, or Okta integrations.
• Familiarity with healthcare, regulated industries, or enterprise security and compliance requirements.
• Experience mentoring team members and driving technical standards.
• Experience with Genesys Cloud, Cisco Contact Center technologies, SIP, VoIP, or enterprise communications platforms.

Travel, Work Environment, and Physical Requirements

• Occasional travel may be required for team meetings, planning sessions, or business initiatives.
• Primarily operates in a remote or office‑based environment using computer, communications, and collaboration technologies.
• Must be able to work extended periods at a workstation and participate in virtual meetings.

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

Our Base Pay Range for this position

$99,100 - $132,100

McKesson job postings are posted on our career site: careers.mckesson.com

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 McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page

McKesson 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) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!