Senior IT Technologist - Contact Center/Telecom

Senior IT Technologist (Contact Center/Telecom) will serve as the technical authority for our global Contact Center as a Solution (CCaaS) strategy. This role focuses on driving the transition from Cisco UCCE/Five9 to NICE CXone, ensuring seamless integration and operational excellence across multiple business units. The position requires strong leadership, deep technical expertise, and the ability to collaborate across global teams to deliver scalable, reliable, and innovative contact center solutions., Global Workforce Management & Engagement (25%)

• Provide global support for Verint Workforce Management (WFM) and Verint Engagement Modules, ensuringoptimalperformance and user adoption.
• Own the end-to-end lifecycle of Verint Workforce Management (WFM) atMiniMed, including planning, architecture, and ongoing lifecycle and vulnerability management.
• Oversee the strategic roadmap for WFM, developing retirement plans and a robust recording history strategy to ensure compliance and data integrity.

CCaaS Technical Leadership (20%)

• Serve as technical Lead forCCaaSprojects, including design reviews, technical documentation, and solution validation.
• Support project delivery byprovidingarchitectural guidance and troubleshooting complex issues.
• Act asbackupfor other Service Delivery Managers (SDMs) during absences or when workload exceeds capacity.
• Plan, initiate, prioritize, and monitor IT projects and process improvement initiatives.
• Collaborate with business groups (ITSC, Customer Care, Neuro, HR, etc.) to ensure continuity and coverage.

Diabetes OU Contact Center SDM (45%)

• Providetechnical guidance and project work items for Diabetes Operating Unit (OU) contact center initiatives in NICE Americas.
• Collaborate with regional teams to align migration plans with global standards.

Support Team Assistance (10%)

• Assistthe support team with complex or escalated tickets requiring advanced troubleshooting.
• Engage with vendors for issue resolution, escalations, and technical clarifications.
• Provide guidance and mentorship to team members on best practices and advanced problem-solving.

• 10+ years of experience in contact center technologies, withexpertisein Cisco UCCE, NICECXone, and Five9 NICE.
• Strong knowledge of Verint WFM and engagement platforms.
• Proventrack recordin leading large-scale migrations and global deployments.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience in vendor management.

Preferred Skills :

• Experience withCCaaSintegrations (CRM, AI/ML, analytics).
• Familiarity with ITIL processes and service delivery frameworks.
• Leadership in cross-functional, global teams.

MiniMed offers a competitive salary and flexible benefits package

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world., At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life. About MiniMed We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey - meeting them where and how they need it.