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
The Sr. Principal Lead Engineer 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.
#BetterDaysStartNow
IT Technologist - Administrator – Contact Center as a Solution (CCaaS)
Responsibility Breakdown
- Global Workforce Management & Engagement - Verint: 25%
- CCaaS Technical Leadership (Backup for Lead and other SDM): 20%
- Diabetes OU Americas Contact Center SDM (NICE): 45%
- Support Team Assistance (Complex Tickets & Vendor Interaction): 10%
Key Responsibilities
Global Workforce Management & Engagement (25%)
- 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.
CCaaS Technical Leadership (20%)
- Serve as backup for Chris Carlson, 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 Lance Montague, who covers remaining business groups (ITSC, Customer Care, Neuro, HR, etc.), to ensure continuity and coverage.
Diabetes OU Contact Center SDM (45%)
- 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.
Support Team Assistance (10%)
- 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
- 10+ 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
Preferred Skills
- Experience with CCaaS integrations (CRM, AI/ML, analytics).
- Familiarity with ITIL processes and service delivery frameworks.
- 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.
