IT Technologist – Contact Center Solutions

About the role

MiniMed is seeking an experienced IT Technologist to lead and support its global Contact Center as a Solution (CCaaS) initiatives. The role will act as the technical authority for the transition to NICE CXone and ensure seamless integration across multiple business units.

Key responsibilities

• Provide global support for Verint Workforce Management and Engagement modules, overseeing lifecycle, architecture, and compliance.
• Serve as backup technical lead for CCaaS projects, delivering design reviews, documentation, and solution validation.
• Act as Service Delivery Manager for the Diabetes Operating Unit’s contact center, guiding NICE CXone migration and aligning with global standards.
• Assist the support team with complex tickets, vendor escalations, and mentorship on advanced troubleshooting.

Required profile

• 10+ years of experience in contact‑center technologies and solutions.
• Proven leadership in global, multi‑vendor environments.
• Strong project‑management and architectural guidance capabilities.
• Ability to collaborate across regional teams and drive process improvements.

Required skills

• Verint Workforce Management
• Verint Engagement
• NICE CXone
• Cisco UCCE
• Five9
• CCaaS platforms