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Eli Lilly and Company · 2 hours ago

Associate Director — Global Voice Services Architect

Indianapolis, IN

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$124K/yr - $183K/yr

7+ years exp

Eli Lilly and Company is a global healthcare leader headquartered in Indianapolis, Indiana, dedicated to improving the lives of people through innovative medicines. The Global Voice Services Architect will lead the telephony strategy and modernization of voice services, focusing on creating seamless user experiences and driving innovation in voice communication across the enterprise.

BiotechnologyHealth CareMedicalPharmaceutical

No H1B

Responsibilities

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

Qualification

Microsoft Teams VoiceAudioCodes SBCsTelephony strategyVoice carrier servicesMicrosoft 365 networkingProblem-solving skillsCollaboration skills

Required

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

Bachelors 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