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.
Are you interested in using technology to enable the Lilly workforce to collaborate more productively in their everyday lives?
Are you passionate about using technology to enhance collaboration and productivity in a dynamic, fast-paced environment? Do you love new technology and consider yourself an early adopter? Do you have a passion for ensuring great customer experience and delivering on our business partner’s needs?
The Lilly Office 365 platform enabled the Lilly workforce to collaborate more productively in their everyday lives. Office 365 provides collaboration focused services, including collaboration tools (Copilot, SharePoint Online, Teams, Email, Viva Engage), personal workspaces (OneDrive), business intelligence dashboards and development tools (CoPilot Agents, PowerApps and Power Automate), and Microsoft search capabilities for the global Lilly workforce
What You’ll Be Doing:
As a Senior Voice Engineer, you will be at the forefront of introducing new capabilities within a fast-paced, global setting. Office 365 empowers the Lilly workforce to collaborate more effectively in their daily tasks.
In this role as a Senior Voice Engineer on the Voice and Contact Center Technology team, you will be responsible for rolling out new features while maintaining compliance across our global environments. This position involves coordinating the deployment of capabilities from multiple external vendors to ensure the delivery of highly available and efficient voice services to users both within and outside of Lilly.
How You’ll Succeed:
Subject Matter Expertise: Subject matter expert for all physical and cloud-based Teams Enterprise Voice capabilities.
Teams Voice Cloud Support: Drive configuration, and implementation of Teams Direct Routing services including dial plans, routing policies, Call Queues, Auto Attendants SBA, PSTN usage, and emergency calling for global voice infrastructure. Collaborate with internal teams to support voice aspects of user identities within Azure. Play a key role in Teams Voice cutovers and troubleshooting complex incidents. Provide support for teams Direct Routing incidents
Teams Voice Hardware Support: Drive identification, testing and updates related to phone firmware, bug fixes and new features within the Teams application. Oversee management of phone registration and configuration settings using Microsoft tools (TAC, Intune). Submit cases to Microsoft TAC concerning phone issues and malfunctions. Provide support for Teams phone incidents.
Customer-Focused Activities: Drive activities related to new and existing Teams Voice capabilities to ensure continuous learning and promotion.
Service Improvements and Automation: Enhance services through improvements, integrations, and automation, ensuring operational readiness aligns with business processes and priorities in a dynamic environment.
Operational Efficiencies: Improve end-user productivity within the Teams Voice environment.
On-Call Rotation: Participate in the Lilly on-call rotation, working with the External Service Provider during critical incidents off-hours, gathering information, providing direction, and communicating with leadership as necessary.
Change Management and Governance: Participate in change management and governance processes to ensure efficient and compliant changes are introduced in a qualified environment.
End-User Advocacy: Act on behalf of the end-user as new and upgraded capabilities are introduced within Solution Delivery or vendor upgrades.
Introduce New Capabilities: Accountable for introducing new features, strategies, communication, and organizational change management across a global audience.
Scripting and Automation: Create and maintain scripts to automate routine tasks and improve operational workflows.
What You Should Bring:
Demonstrated positive examples for inclusion, aligning a team to a goal, upskilling and developing people, and conducting difficult conversations.
Successful record of high quality, user focused IT project and service delivery with demonstrated business value.
Ability to work autonomously and collaboratively across and within diverse teams.
Demonstrated agility to rapidly understand multiple new technologies and the infrastructure and systems to support them, assess their value, and identify possible use cases.
A high level of intellectual curiosity, open to change, learning agility, external perspective, and innovation interest.
Experience with formal project management foundation, framework, and methodologies such as Agile Scrum, Kanban, SAFe, etc. and demonstrated experience in industry best practice and tools.
Well-developed written and verbal communication skills, with strong analysis/problem assessment skills
Demonstrated ability to effectively communicate, influence and lead both with and without authority, as well as strong interpersonal, leadership, and collaboration skills.
Thorough understanding of industry standards and best practices for computer system validation.
Demonstrated experience with Microsoft 365 PowerShell and Microsoft Graph API.
The ideal candidate should possess the following certifications: Microsoft 365 Certified: Fundamentals, Microsoft 365: Azure Fundamentals, Microsoft 365 Certified: Teams Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, and Microsoft 365 Certified: Administrator Expert.
Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays. Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.
Basic Qualifications:
Bachelor’s degree in computer science, Information Technology or related technical field
6+ years’ experience leading complex IT projects in a highly technical IT environment
4+ years’ experience supporting Teams Voice
About the Organization:
Tech@Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Tech@Lilly is that we create new possibilities 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 Tech@Lilly Digital Core 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 does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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