Virtual Call Center Agent Jobs in Hamilton, ON (NOW HIRING)

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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.

Position Summary

We're doing big things in AI, and we want you to be part of it. McKesson Technology is rapidly expanding its use of intelligent digital agents to automate complex customer interactions across voice, chat, and email, and we're looking for an engineer who's ready to build what's next. The

Key Responsibilities

• Design and develop digital agents on the AI platform across voice, chat, and email channels, building conversation flows, intent handling, slot filling, and fallback logic that deliver accurate, end-to-end customer experiences
• Partner with the AI Solution Owner and Engineering Lead to author Solution Design Documents (SDDs) that meet McKesson Technology architecture and compliance standards prior to build
• Integrate digital agents with enterprise systems including Five9, Genesys, Salesforce, MuleSoft, SAP, web portal, and Athena, ensuring reliable data exchange and transaction execution across platforms
• Execute System Integration Testing (SIT) to validate agent behavior, integration responses, and edge case handling before handoff to Quality Assurance; document test results and resolve defects identified during testing
• Participate in code reviews, providing and receiving constructive technical feedback to maintain code quality, consistency, and adherence to engineering standards before promoting changes to higher environments
• Collaborate with business partners, Product Owners, and the Contact Center Transformation Lead to translate business requirements and customer journey designs into technically sound agent implementations
• Apply and evaluate large language models within agent workflows including prompt design, retrieval, and output evaluation to improve accuracy, safety, and reliability
• Support the tuning and optimization of digital agents post-launch by analyzing conversation logs, identifying failure points, and implementing improvements in partnership with the AI Optimization team
• Maintain technical documentation including SDDs, integration specifications, and configuration records to ensure continuity and supportability across the team

Minimum Qualifications

• Expert-level proficiency in intelligent automation, process automation, and deployment automation
• 7+ years of experience developing conversational AI solutions on enterprise-grade platforms such as Sierra.AI, Google CCAI, Agentforce, Nuance, or comparable
• Hands-on experience working with large language models (LLMs) / foundation models including prompt engineering, model selection, and evaluation of model outputs and quality
• Demonstrated experience building and deploying digital agents across multiple channels (voice, chat, and/or email) in a production environment
• Proficiency integrating AI platforms with enterprise systems via REST APIs, MuleSoft, or similar middleware and integration frameworks
• Familiarity with CRM platforms (Salesforce preferred) and ERP systems (SAP preferred) in the context of agent-driven transaction execution
• Experience with CCaaS platforms such as Five9 or Genesys, including understanding of call routing, SIP/PSTN flows, and agent handoff patterns
• Solid understanding of NLU/NLP concepts including intent classification, entity extraction, dialogue management, and confidence thresholds
• Experience performing system integration testing and documenting test cases, results, and defect tracking
• Strong written and verbal communication skills with the ability to collaborate across technical and non-technical stakeholders

Preferred Qualifications

• Experience with LLM evaluation, retrieval-augmented generation (RAG), or agentic orchestration in a production setting
• Hands-on experience with Sierra.AI, specifically
• Experience in healthcare distribution, pharmaceutical, or supply chain industries
• Familiarity with workforce management / quality management platforms (e.g., Verint or similar workforce engagement / quality management platforms)
• Exposure to Agile/Scrum delivery methodologies and sprint-based development

Working Conditions:

• In office requirement, we are Flex and Connect with 2 days a week in office

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, pleaseclick here.

Our Base Pay Range for this position

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McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

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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.

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