Senior IT Technologist - Contact Center/Telecom, Eindhoven

Overview

Senior IT Technologist (Contact Center/Telecom) will serve as the technical authority for our global Contact Center as a Solution (CCaaS) strategy, focusing on the transition from Cisco UCCE/Five9 to NICE CXone and ensuring seamless integration and operational excellence across multiple business units.Key Responsibilities

Global Workforce Management&Engagement (25%)– Provide global support for Verint Workforce Management (WFM) and Verint Engagement Modules, Own the end‑to‑end lifecycle of WFM, develop the strategic roadmap, retirement plans, and recording history strategy to ensure compliance and data integrity. CCaaS Technical Leadership (20%) – Serve as technical Lead for CCaaS projects, conduct design reviews, create technical documentation, validate solutions, provide architectural guidance, troubleshoot complex issues, act as backup for other Service Delivery Managers, plan and prioritize IT projects, and collaborate with business groups (ITSC, Customer Care, Neuro, HR, etc.).Diabetes OU Contact Center SDM (45%)– Provide technical guidance and project work items for Diabetes Operating Unit 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,engage with vendors for issue resolution, provide mentorship 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. Equal Employment Opportunity

It is the policy of MiniMed to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MiniMed will provide reasonable accommodations for qualified individuals with disabilities. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.

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