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.

The Sr. IT Technologist will serve as the technical authority for our global Contact Center as a Solution (CCaaS) strategy. This role focuses on driving transformation within 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.

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 offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed

We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey — meeting them where and how they need it.

Sr IT Technologist - CCaas, Cisco UCCE, NICE CXone