Senior IT Technologist - Administrator – Contact Center as a Solution (CCaaS)

MiniMed • San Antonio, TX

3d

About The Position

The Senior IT Technologist - Administrator – Contact Center as a Solution (CCaaS) 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.

Requirements

• Requires advanced knowledge of job area combining breadth and depth, typically obtained through advanced education combined with experience.
• May have practical knowledge of project management.
• 4+ years of experience with a with a high school diploma or equivalent.

Nice To Haves

• 5+ years of experience in contact center technologies, with expertise in Cisco UCCE, NICE CXone, and Five9 NICE.
• Strong knowledge of Verint WFM and engagement platforms.
• Proven track record in 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.
• Experience with CCaaS integrations (CRM, AI/ML, analytics)
• Familiarity with ITIL processes and service delivery frameworks
• Leadership in cross-functional, global teams.

Responsibilities

• Provide global support for Verint Workforce Management (WFM) and Verint Engagement Modules, ensuring optimal performance and user adoption.
• Own the end-to-end lifecycle of Verint Workforce Management (WFM) at Medtronic, 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.
• Serve as technical Lead for CCaaS projects, including design reviews, technical documentation, and solution validation.
• Support project delivery by providing architectural guidance and troubleshooting complex issues.
• Act as backup for 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.
• Provide technical 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.
• Assist the 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.

Benefits

• MiniMed offers a competitive salary and flexible benefits package
• We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.
• Regular employees working 20 or more hours per week are eligible for a robust benefits package, including health, dental, and vision insurance, as well as access to a Health Savings Account, Healthcare Flexible Spending Account, life insurance, long-term disability leave, and a dependent daycare spending account.
• In addition, all regular employees enjoy incentive plans, a 401(k) plan with company match, short-term disability coverage, paid time off and holidays, participation in our Employee Stock Purchase Plan, and access to our Employee Assistance Program.
• Eligible employees may also benefit from our Non-qualified Retirement Plan Supplement and Capital Accumulation Plan, subject to IRS minimum earnings requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED