Eli Lilly and
Associate Director — Global Voice Services Architect
Eli Lilly and, Indianapolis, Indiana, us, 46262
Shape the Future of Voice at a Global Scale
At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.
How You’ll Succeed
Driving modernization and simplification of global voice services
Applying AI, automation, and analytics to elevate service quality
Leading strategic voice projects with measurable business outcomes
Creating seamless user experiences through secure, compliant, and innovative voice solutions
Building trust and influence across teams, stakeholders, and vendors
What You’ll Be Doing
Own the global voice strategy
– Drive the roadmap and architecture for voice services across the enterprise by taking an active role in learning the business and understanding requirements for voice services
Lead innovation in telephony
– Leverage Microsoft Teams Voice, SBCs, PSTN, and advanced routing to deliver scalable, secure, and high-quality voice solutions.
Act as the Voice Product Owner
– Prioritize initiatives and guide the Agile team to deliver impactful, business-aligned voice services. Be able to tell a story about current and future Voice services and products at Lilly using costs, usage and availability metrics, and user feedback.
Be the Voice SME at Lilly
– Support and mentor Voice Engineers, influence cross-functional teams, and consult senior leaders.
Collaborate across the enterprise
– Work with IT and business stakeholders, vendors, and global partners to continuously elevate the voice user experience.
What You Should Bring
Advanced experience with Microsoft Teams Voice: Direct Routing, Operator Connect, call queues, auto attendants, licenses, Teams Admin Center
Hands‑on expertise with AudioCodes SBCs, OVOC, SIP, analog devices, ISDN, and emergency calling configurations
Familiarity with Poly and AudioCodes devices, software updates, and device management
Experience with voice carrier services, including toll‑free, numbering plans, and emergency services
Understanding of Microsoft 365 networking, SIP/media flows, split tunneling, and geolocation
Strong problem‑solving skills and a track record of delivering high‑quality solutions in complex environments
Basic Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field OR a high school diploma/GED and 7+ years of IT experience with telephony/voice services
5+ years of IT experience with a focus on telephony/voice services
Experience in Microsoft Teams Phone System
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H‑1B or TN status) for this employment position.
Organization Overview Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.
The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best‑in‑class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form https://careers.lilly.com/us/en/workplace-accommodation for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
Compensation and Benefits Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $124,500 – $182,600. Full‑time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company‑sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well‑being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities). Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.
Equal Opportunity Employer We are committed to providing equal employment opportunity and have no preference or discrimination against any individual or group. We do not discriminate on age, gender, sex, gender identity, sexual orientation, race, ethnicity, nationality, marital status, religion, disability or any other factor protected by federal, state or local law. We are proud to be a Lilly that advances inclusion and we are looking forward to the future of our people and their contributions.
Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
#WeAreLilly
#J-18808-Ljbffr
How You’ll Succeed
Driving modernization and simplification of global voice services
Applying AI, automation, and analytics to elevate service quality
Leading strategic voice projects with measurable business outcomes
Creating seamless user experiences through secure, compliant, and innovative voice solutions
Building trust and influence across teams, stakeholders, and vendors
What You’ll Be Doing
Own the global voice strategy
– Drive the roadmap and architecture for voice services across the enterprise by taking an active role in learning the business and understanding requirements for voice services
Lead innovation in telephony
– Leverage Microsoft Teams Voice, SBCs, PSTN, and advanced routing to deliver scalable, secure, and high-quality voice solutions.
Act as the Voice Product Owner
– Prioritize initiatives and guide the Agile team to deliver impactful, business-aligned voice services. Be able to tell a story about current and future Voice services and products at Lilly using costs, usage and availability metrics, and user feedback.
Be the Voice SME at Lilly
– Support and mentor Voice Engineers, influence cross-functional teams, and consult senior leaders.
Collaborate across the enterprise
– Work with IT and business stakeholders, vendors, and global partners to continuously elevate the voice user experience.
What You Should Bring
Advanced experience with Microsoft Teams Voice: Direct Routing, Operator Connect, call queues, auto attendants, licenses, Teams Admin Center
Hands‑on expertise with AudioCodes SBCs, OVOC, SIP, analog devices, ISDN, and emergency calling configurations
Familiarity with Poly and AudioCodes devices, software updates, and device management
Experience with voice carrier services, including toll‑free, numbering plans, and emergency services
Understanding of Microsoft 365 networking, SIP/media flows, split tunneling, and geolocation
Strong problem‑solving skills and a track record of delivering high‑quality solutions in complex environments
Basic Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field OR a high school diploma/GED and 7+ years of IT experience with telephony/voice services
5+ years of IT experience with a focus on telephony/voice services
Experience in Microsoft Teams Phone System
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H‑1B or TN status) for this employment position.
Organization Overview Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.
The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best‑in‑class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form https://careers.lilly.com/us/en/workplace-accommodation for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
Compensation and Benefits Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $124,500 – $182,600. Full‑time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company‑sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well‑being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities). Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.
Equal Opportunity Employer We are committed to providing equal employment opportunity and have no preference or discrimination against any individual or group. We do not discriminate on age, gender, sex, gender identity, sexual orientation, race, ethnicity, nationality, marital status, religion, disability or any other factor protected by federal, state or local law. We are proud to be a Lilly that advances inclusion and we are looking forward to the future of our people and their contributions.
Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
#WeAreLilly
#J-18808-Ljbffr