Senior Technical Support Engineer
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.
- Mentor Tier 1 Engineers
- 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 advanced knowledge of job area combining breadth and depth, typically obtained through advanced education combined with experience. May have practical knowledge of project management. 4+ years of experience with a 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 and 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
About Medtronic Philippines
Established in 2015, Medtronic Philippines is committed to best-in-class patient and customer experience by delivering capacity, scalability, sustainable productivity levels and innovative solutions to our stakeholders, patients and customers.
The establishment has over 450 employees on-site with more than 60% being female employees.
What We Offer
We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:
- Our global well-being program supports your physical, emotional, social and financial well-being.
- Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.
- Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.
- We have generous employee referral programs, employees stock purchase plan, leave benefits, and more!
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
#LI-Onsite / #LI-Hybrid / #LI-Remote
