Associate Director — Global Voice Services Architect

Role Summary

Associate Director — Global Voice Services Architect at Lilly. Lead the global voice strategy and architecture for voice services across the enterprise, driving modernization, innovation, and partnerships to enable a seamless, secure, and high-quality voice experience for a global workforce.

Responsibilities

• Own the global voice strategy – Drive the roadmap and architecture for voice services across the enterprise by learning the business 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; articulate current and future Voice services using 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, business stakeholders, vendors, and global partners to elevate the voice user experience.

Qualifications

• Required: Bachelors degree in Computer Science, Information Technology, or related field OR high school diploma/GED with 7+ years of IT experience in telephony/voice services.
• Required: 5+ years of IT experience with a focus on telephony/voice services.
• Required: Experience in Microsoft Teams Phone System.
• Required: Legally authorized to work in the United States; no sponsorship expected for visa status.

Skills

• 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 with a track record of delivering high-quality solutions in complex environments.

Education

• Bachelors degree in Computer Science, Information Technology, or related field OR equivalent experience as described above.

Additional Requirements

• No explicit travel or physical demands specified as part of the role here.