Senior IT Technologist - Contact Center/Telecom
Core
Technical authority driving the transition from Cisco UCCE/Five9 to NICE CXone and managing global Verint Workforce Management (WFM) lifecycle for the Diabetes Operating Unit.
Role type
Senior IT Technologist (Contact Center/Telecom)
Builds
Scalable, reliable, and innovative contact center solutions (CCaaS) and global WFM platforms.
Domain
Healthcare (Diabetes Operating Unit) + Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Cisco UCCE, NICE CXone, Five9, Verint WFM, global migration leadership, vendor management, architectural guidance, complex troubleshooting, strategic roadmap planning
Preferred skills
CCaaS integrations (CRM, AI/ML, analytics), ITIL processes, service delivery frameworks
Technologies
Cisco UCCE, Five9, NICE CXone, Verint Workforce Management, Verint Engagement Modules
Responsibilities
Provide global support for Verint WFM and Engagement Modules; Own the end-to-end lifecycle of Verint WFM including planning and architecture; Serve as technical Lead for CCaaS projects including design reviews and solution validation; Provide technical guidance for Diabetes OU contact center initiatives in NICE Americas; Assist support team with escalated tickets and engage with vendors for issue resolution
Seniority
Senior, hands-on IC with strategic leadership
