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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.

Contact Center Solution Engineer

Path/Level: P3

The Workforce Collaboration Services team is looking for a Contact Center Solution Engineer with experience in Genesys/Microsoft technologies and services.

What You’ll Be Doing

Understand business requirements, consult with Lilly Corporate Center, branch site IT, and business resources. Drive change: design/coordinate/test/implement contact center solutions, using Lilly standard technologies and services, globally across all business functions and locales. Fully understand and contribute to all aspects of Service Management for Lilly contact center services and become the subject matter expert for Lilly in this service area.

Organization Overview

Workforce Collaboration Services (WCS) is part of the Global Information Services (GIS) organization and responsible for collaboration and communication tools and services used by the entire global Lilly workforce. We strive to enable easy-to-use collaboration and communication for internal and external teams and workers at Lilly using the Microsoft Office 365 suite of products, including Teams, Yammer, OneDrive, SharePoint Online and Exchange/Outlook. The Voice/Contact Center team is part of WCS and focuses on global voice-related telephony services and technologies using Microsoft Teams and Genesys contact center services. WCS contracts with strategic vendors to administer (configuration and change mgmt.) and support (incident and problem mgmt.) Genesys, Microsoft Teams Voice and AudioCodes voice components (i.e., SBCs and gateways).

How Will You Succeed

• Innovate and drive improvement in all aspects of global contact center services, including Supplier management, Quality, Information Security, automation, user experience, service management, metrics, reporting and data analytics.

• Drive better customer experiences, provide technical leadership and strategic direction on contact center activities to achieve business objectives. Proactively present technological solutions to relive observed pain points in the business process.

• Understand business requirements and effectively translate business needs and process into technical requirements and contact center solutions.

• Influence technical solution design decisions w/ input from architecture.

• Propose new ways of approaching contact center solutions and test solutions to achieve the desired business outcomes.

• Influence all aspects of the global contact center services operations, standards, solutions, and service offerings.

• Build effective relationships with key technical and business resources both internally and externally.

• Plan, analyze, design, oversee test and turn-up of contact center solutions in response to business needs.

• Coordinate and influence external vendors in the development of new capabilities and services for Lilly contact center solutions.

• Ensure contact center solutions adhere to quality, compliance, and Protect Lilly.

• Study industry trends and stay current on new features and functionality in the contact center space and communicate to the user base to ensure the most effective solutions are being utilized.

• Communicate regularly with both technical and non-technical audiences. Effectively explain complex technical solutions to business users with limited technical experience and also able to communicate with other IT teams such as server, voice, database, Microsoft support teams in technical terms.

• Have a broad-based knowledge of voice infrastructure and delivery. Basic understanding of SIP, WebRTC, voice gateways and SBCs, carrier networks and MS Teams Voice.

Basic Qualifications

• Bachelor’s Degree (or equivalent work experience) in Computer Science, Information Technology or related technical field

• 3+ years of IT/Contact Center administration experience.

• OR High School diploma with 5+ years of IT/Contact Center administration experience.

• 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.

Preferred Skills

• Demonstrated experience with Genesys Contact Center technology and Microsoft Teams Phone System, including Teams auto attendants, call queues and Teams Admin Center

• Experience with more than one contact center technology provider such as InContac, Five9, Ciso, Avaya, etc.

• Experience solving complex issues related to contact center designs, technologies and services

• Knowledge of the contact center landscape. Including industry best practices and the major players in the space.

• General knowledge of Audio Codes or other SBC manufacturers.

• Carrier voice services, including North American Numbering Plan, inbound and outbound services, toll-free services and emergency services

• Microsoft 365 connectivity principles, SIP and media traffic flows, geolocation, and split tunneling

• Excellent analytical, problem solving and communication skills, working across agile and diverse teams.

• Proven track record of high quality, user focused, and on-time solution delivery.

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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