Senior IT Program Manager - Telecom & Contact Center

Medtronic • Duluth, GA

49d

About The Position

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life Position Overview: Sr. Manager Telecommunication & Contact Center will provide strategic and technical leadership for Medtronic’s worldwide telecommunications & Contact Center platforms. This role requires extensive experience in consolidating global systems, leading cloud transformations, and driving cost optimization while maintaining compliance in a regulated healthcare environment. This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

Requirements

• Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements and minimum of 7 years of relevant experience, or advanced degree with a minimum of 5 years relevant experience.

Nice To Haves

• Progressive leadership in global telecom, contact center, and collaboration technologies within large-scale enterprises
• Expertise in cloud migration strategies for telephony, conferencing, and contact center platforms
• Strong knowledge of UCaaS/CCaaS architectures, CRM/WFM integrations, and digital workplace systems
• Experience managing international teams, budgets, and vendor relationships in regulated industries
• Proficiency in network fundamentals (QoS, MPLS, SD-WAN) and voice infrastructure (SIP, SBC, codecs)
• Certifications in major UCaaS/CCaaS platforms or related technologies
• Background in AI-enabled contact center features or analytics platforms
• Experience with automation, scripting, or infrastructure-as-code practices
• Prior success in highly regulated sectors such as healthcare, finance, or pharmaceuticals

Responsibilities

• Own the architecture and multi-year roadmap for enterprise telephony, VoIP, contact center, and unified collaboration systems
• Develop Mobile policy and global TEM (Telecom Expense Management) to drive cost savings and operational improvements
• Lead design and deployment of cloud-based UCaaS and CCaaS solutions, including system consolidation and integration with enterprise applications
• Architect scalable digital workplace solutions encompassing conferencing, room systems, digital signage, and mobility services
• Establish technical standards, integration patterns, and governance for voice, video, and collaboration technologies
• Oversee global operations of telephony and contact center platforms to achieve high availability and performance SLAs
• Direct incident management, root cause analysis, and execution of complex infrastructure upgrades with minimal downtime
• Ensure robust disaster recovery, business continuity, and capacity planning across distributed environments
• Optimize network QoS, bandwidth allocation, and routing for voice and video traffic
• Ensure adherence to HIPAA, PCI, FCC, and global regulatory requirements for voice, data retention, and mobility services
• Implement encryption, access controls, and secure recording practices for regulated communications
• Collaborate with security and compliance teams to assess and mitigate risks in telecom and cloud ecosystems
• Lead a globally distributed team of engineers, analysts, and administrators with multi-million-dollar budget responsibility
• Manage RFP processes, vendor evaluations, and contract negotiations with carriers, cloud providers, and technology partners
• Partner with business units, IT leadership, and operations to align technology strategy with enterprise goals
• Develop global solution for mobile management, including EMEA and APAC

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package
• A commitment to our employees lives at the core of our values.
• We recognize their contributions.
• They share in the success they help to create.
• We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
• Health, Dental and vision insurance
• Health Savings Account
• Healthcare Flexible Spending Account
• Life insurance
• Long-term disability leave
• Dependent daycare spending account
• Tuition assistance/reimbursement
• Simple Steps (global well-being program)
• Incentive plans
• 401(k) plan plus employer contribution and match
• Short-term disability
• Paid time off
• Paid holidays
• Employee Stock Purchase Plan
• Employee Assistance Program
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees