Associate Director — Global Voice Services Architect

Role Summary

Associate Director — Global Voice Services Architect at Lilly leads the global strategy and architecture for enterprise voice services. You will shape the future of voice at scale, drive modernization and innovation in telephony, and influence cross-functional teams and vendors. This role requires strategic thinking, deep telephony expertise, and the ability to align voice solutions with business outcomes across a Fortune 500 organization.

Responsibilities

• Own the global voice strategy — Drive the roadmap and architecture for voice services across the enterprise by understanding business requirements and voice service needs.
• 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, using costs, usage, 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.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, OR a high school diploma/GED with 7+ years of IT experience in 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 for this position.

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 and a track record of delivering high-quality solutions in complex environments

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience (7+ years in telephony/voice services).