Careers that Change Lives We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. The Contact Centre and Virtual Assistant Team support and develop the effective transition of operational management. We are responsible for the technical support leadership of contact centre and virtual assistant infrastructure including engineering, configuration, testing, and support escalation. We also develop collaboration across applications in the environment such as Interactive Voice Response (IVR), Intelligent Virtual Agent (IVA), Reporting, Analytics, Network, and Client Applications. A Day in the Life Support Contact Centre and Virtual Assistant applications across 3 different shifts in a 24/7 team (APAC, EMEA, US), including following Information Technology Service Management (ITSM) processes and documentation. Develop, document, and configure technical specifications that conform to defined architecture standards, address business requirements, and processes. Actively identify system functionality or performance deficiencies, execute changes to existing systems, and test functionality of the system to correct deficiencies and maintain more effective services. Work within Medtronic Information Technology (IT) process and procedures to review and provide input for standard support improvement processes, including reviewing operational instructions for normal system activities, system backups, and disaster recovery situations. Perform or assist in capacity, performance management, trend and error analysis to determine system changes required. Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices. Work with global peers, partner teams, and vendors as necessary to accomplish team objectives, including assisting with internal projects, such as implementation of new tools and technology. Must Have Requires practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience. 2+ years of experience with a high school diploma or equivalent. Your Profile Good understanding of core Information Technology Infrastructure Library (ITIL) processes (catalog, request, incident, change, release, problem, knowledge, asset, and configuration management) and understand the interdependencies between them Proven experience as a Technical Engineer within contact centre, virtual assistant environments Customer focused, team player and prepared to go the extra mile to deliver IT services to the customer Excellent presentation, verbal, and written communication skills in English language Experience with Cisco UCCE, Five9 Contact Centre, Verint Workforce Management, Virtual Assistant (Teneo) is a nice to have Knowledge with SBC programming / troubleshooting knowledge, REST API's and Scripting is a nice to have Cost Analysis Experience is a nice to have
