Senior IT Technologist - Contact Center/Telecom
MiniMed
Eindhoven
1 week ago
Senior IT Technologist - Contact Center/Telecom
Senior IT Technologist role focusing on contact center/telecom, driving CCaaS strategy and migration to NICE CXone at MiniMed in Eindhoven. Requires 10+ years experience in contact center technologies, strong technical leadership, and global collaboration.
On-site
Full-time
Senior
Cisco UCCE
NICE CXone
Salary
Not specified
Core Qualifications
Technical (Must-have)
Cisco UCCENICE CXoneFive9 NICEVerint WFMVerint EngagementCCaaSCRMAI/MLAnalyticsITIL
Soft Skills
communicationstakeholder managementleadershipproblem-solvingteam collaborationmentoring
Preferred Qualifications
Technical (Nice-to-have)
CCaaS integrationsITIL processesservice delivery frameworks
Key Responsibilities
- Provide global support for Verint Workforce Management and Engagement Modules
- Own end-to-end lifecycle of Verint WFM including planning, architecture, lifecycle and vulnerability management
- Oversee strategic roadmap for WFM, developing retirement plans and recording history strategy
- Serve as technical lead for CCaaS projects: design reviews, technical documentation, solution validation
- Support project delivery by providing architectural guidance and troubleshooting complex issues
- Act as backup for other Service Delivery Managers 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.) for continuity and coverage
- Provide technical guidance and project work items for Diabetes OU contact center initiatives in NICE Americas
- Assist support team with complex escalated tickets requiring advanced troubleshooting
Senior IT TechnologistContact CenterTelecomCCaaSCisco UCCENICE CXoneFive9Verint WFMMedical EquipmentFull-time