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

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Monitoring Specialist I

Welland, ON · Hybrid

CA$22/hr

You can also take advantage of our virtual courses and e-learning, including platforms like ... Experience in a call center environment Advanced knowledge of English is required because you will ...

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Virtual Call Center information

What is a virtual call center?

A virtual call center is a customer service operation where agents work remotely rather than from a centralized physical location. These agents use internet-based software to handle inbound and outbound calls, as well as other customer interactions like emails or chats. Virtual call centers allow companies to employ staff from different locations, often improving flexibility and reducing overhead costs. They are commonly used in industries such as telecommunications, retail, and technical support.

What are virtual call center jobs?

Virtual call center jobs focus on providing phone service in a variety of fields. While many people associate them with telemarketing and customer service, companies also use virtual call centers for things like setting appointments. In this role, you may help manage inbound and outbound calls, coordinate with other employees to find solutions to customer issues, and provide additional assistance or answer customer questions as needed. Many virtual call centers focus on a specific field. For example, a company may provide financial services or remote healthcare through a virtual call center. Virtual call centers frequently allow you to work from home.

What are the key skills and qualifications needed to thrive as a virtual call center representative, and why are they important?

To thrive as a Virtual Call Center Representative, you need excellent verbal communication, active listening, problem-solving skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and basic computer applications is essential for daily operations. Patience, professionalism, and adaptability help representatives handle diverse customer needs and high-pressure situations. These skills are crucial for delivering effective customer support, resolving issues efficiently, and maintaining a positive brand reputation remotely.

What are some common challenges faced by employees in a virtual call center, and how can they be managed?

One common challenge in a virtual call center is staying focused and motivated while working remotely, often in a home environment with potential distractions. Additionally, communicating effectively with team members and supervisors can be more difficult without face-to-face interaction. To manage these challenges, it's helpful to establish a dedicated, quiet workspace, use reliable communication tools, and participate in regular team meetings. Many companies also offer training and support resources to help employees remain connected and productive.

What is the difference between Virtual Call Center vs Customer Service Representative?

AspectVirtual Call CenterCustomer Service Representative
CredentialsHigh school diploma or equivalent; sometimes training certificationsHigh school diploma or equivalent; customer service training often provided
Work EnvironmentRemote, home-based or virtual office settingTypically office-based or remote, depending on employer
Industry UsageCommon in call centers, customer support, salesCustomer support, sales, technical support roles
Job FunctionsHandling inbound/outbound calls, support, salesAssisting customers, resolving issues, providing product info

The Virtual Call Center and Customer Service Representative roles often overlap, especially in customer support functions. The main difference is that a Virtual Call Center refers to the entire remote operation or platform, while a Customer Service Representative is an individual role within that environment. Both roles require similar skills and credentials, but the Virtual Call Center emphasizes the remote, often technology-driven setup.

How do I start my own virtual call center?

To start a virtual call center, you need to develop a business plan, acquire necessary technology such as call center software and reliable internet, and hire or train agents. Ensuring compliance with relevant regulations and establishing clear processes are also essential for effective operation.
More about Virtual Call Center jobs

What are the most commonly searched types of Call Center jobs in Hamilton, ON?

The most popular types of Call Center jobs in Hamilton, ON are:

What are popular job titles related to Virtual Call Center jobs in Hamilton, ON?

For Virtual Call Center jobs in Hamilton, ON, the most frequently searched job titles are:

What job categories do people searching Virtual Call Center jobs in Hamilton, ON look for?

The top searched job categories for Virtual Call Center jobs in Hamilton, ON are:

What cities near Hamilton, ON are hiring for Virtual Call Center jobs?

Cities near Hamilton, ON with the most Virtual Call Center job openings:

Virtual Call Center jobs near you
Infographic showing various Virtual Call Center job openings in Hamilton, ON as of August 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, and 2% Contract. Highlights an 94% Physical, 3% Hybrid, and 3% Remote job distribution.

Sr. Contact Center Specialist - Genesys

McKesson

Mississauga, ON • On-site

Full-time

Re-posted 8 days ago

McKesson rating

7.9

Company rating: 7.9 out of 10

Based on 210 frontline employees who took The Breakroom Quiz

47th of 86 rated pharmaceutical

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.

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 solutions-particularly 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 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

$99,100 - $132,100

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.


McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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