Associate Director — Global Voice Services Architect

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.

• 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

• 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.

• Advanced experience with Microsoft Teams Voice:
  Direct Routing, Operator Connect, call queues, auto attendants, licenses, Teams Admin Center
• Hands‑on expertise with Audio Codes SBCs, OVOC, SIP, analog devices, ISDN, and emergency calling configurations
• Familiarity with Poly and Audio Codes 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

• 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.

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…