Sr IT Technologist - CCaas, Cisco UCCE, NICE CXone

USA-MiniMed Distribution Corp. 1018; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits package

Job summary

MiniMed in Pune is expanding its Global Diabetes Capability Center, offering a role to lead global workforce management, CCaaS projects, and cross-region contact center initiatives.

You will guide Teams Phone integrations, oversee migrations, and mentor teams, partnering with regional groups to ensure continuity and high service levels across Americas, EMEA, and APAC.

Qualifications

• 5+ years of experience in contact center technologies, with expertise in Cisco UCCE, NICE CXone.
• Strong knowledge of Microsoft Teams Phone and carrier integration.
• 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

Responsibilities

• Global Workforce Management & Engagement: support WFM globally, architecture and lifecycle management.
• CCaaS Technical Leadership: lead design reviews, documentation, solution validation.
• Minimed Americas/EMEA/APAC Contact Center Support (NiCE): provide guidance for NiCE projects.
• Telecommunication Support for Microsoft Teams Phone: integration and deployment design.
• Support Team Assistance: mentor team and resolve complex tickets with vendors.

Skills

Contact center tech

Vendor management

Stakeholder mgmt

Microsoft Teams Phone

Tools

Cisco UCCE

NICE CXone

Microsoft Teams Phone

Job description

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.

About the Role

A Day in the Life

Our Global Diabetes Capability Center in Pune is expanding to serve more people living with diabetes globally. Our state-of-the-art facility is dedicated to transforming diabetes management through innovative solutions and Technologies that reduce the burden of living with diabetes.

This position is an exciting opportunity to work with Minimed'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.

#BetterDaysStartNow

Responsibilities may include the following and other duties may be assigned.

Responsibility Breakdown:

• Global Workforce Management & Engagement
• CCaaS Technical Leadership: 20%
• Minimed Americas/EMEA/APAC Contact Center Support (NiCE): 35%
• Telecommunication Support for Teams Phone: 20%
• Support Team Assistance (Complex Tickets & Vendor Interaction): 15%

Key Responsibilities:

Global Workforce Management & Engagement

• Provide global support for Verint Workforce Management (WFM), ensuring optimal performance and user adoption.
• Own the end-to-end lifecycle of Workforce Management (WFM) at Minimed, 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

• 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 to ensure continuity and coverage.

Minimed Americas/EMEA/APAC Contact Center Support (NiCE )

• Provide technical guidance and project work items for Minimed contact center initiatives in NICE Global.
• Collaborate with regional teams to align migration plans with global standards.

Telecommunication Support for Microsoft Teams Phone

• Microsoft Teams Phone integration with carrier provider
• General support and project work
• Design and troubleshooting for a global Microsoft Teams Phone deployment

Support Team Assistance

• 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.

Qualifications:

• 5+ years of experience in contact center technologies, with expertise in Cisco UCCE, NICE CXone.
• Strong knowledge of Microsoft Teams Phone and carrier integration.
• 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

Preferred Skills:

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

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

MiniMed offers a competitive salary and flexible benefits package

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 offe