Lilly is a global biotechnology and pharmaceuticals healthcare company. Founded by Colonel Eli Lilly in 1876, the company is based in Indianapolis, Indiana, and maintains a strong
Technology Implementation Specialist
Location
United States
Posted
7 days ago
Salary
$58.5K - $150.7K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Technology Implementation Specialist
Lilly
Role Description The Technology Implementation Specialist serves as a key business-technical resource and implementation lead for affiliate medical information contact centers globally, driving the successful deployment of digital technologies that transform customer experience and operational efficiency. This role bridges business strategy and technical execution, translating global technology initiatives into locally relevant solutions that deliver measurable business value. - Partners with affiliate leadership to understand business objectives. - Designs implementation approaches that align with organizational priorities. - Ensures technology adoption drives improved customer satisfaction, operational effectiveness, and regulatory compliance across multiple affiliate teams. Primary Responsibilities - Lead technology implementation projects that drive measurable improvements in customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers. - Partner with affiliate business leadership to understand strategic objectives and translate them into technology implementation roadmaps aligned with organizational priorities. - Define and track key performance indicators (KPIs) to measure implementation success including customer satisfaction scores, response time improvements, call deflection rates, and operational cost savings. - Conduct business case assessments and cost-benefit analyses to support implementation decision-making and prioritization. - Make informed decisions on deployment strategies, rollout approaches, and resource allocation based on business impact and risk analysis. Stakeholder Management and Change Leadership - Build and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycle. - Lead change management activities including stakeholder communication, organizational readiness assessments, and adoption planning. - Influence business and operational decisions by presenting data-driven recommendations that balance business needs, user experience, and technical feasibility. - Navigate organizational dynamics and build consensus across diverse stakeholder groups with competing priorities. - Establish credibility as a trusted business advisor who understands both technology capabilities and business operations. - Manage stakeholder expectations regarding implementation scope, timelines, and business outcomes. Business Process Optimization and Problem Solving - Analyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experience. - Anticipate and resolve complex business and operational challenges that arise during implementations across multiple affiliate teams. - Develop standardized implementation approaches and best practices that improve deployment speed and reduce business disruption. - Conduct post-implementation reviews to measure business outcomes, capture lessons learned, and identify continuous improvement opportunities. Affiliate Business Partnership and Solution Design - Partner with affiliate leadership to understand local business context, customer demographics, operational challenges, and strategic priorities. - Conduct business requirements gathering and gap analysis to identify affiliate-specific needs and constraints. - Design implementation solutions that balance global standardization with local business requirements and market conditions. - Collaborate with affiliate teams to develop business-driven success criteria and adoption metrics. - Translate complex technical concepts into business language for non-technical stakeholders and executives. - Gather affiliate business feedback to inform global product strategy and technology investment decisions. User Adoption and Organizational Enablement - Develop and execute adoption strategies that drive user engagement and ensure technology investments deliver intended business value. - Design training programs focused on business benefits and operational workflows, not just technical functionality. - Create business-focused documentation that helps users understand how technology improves their daily work and customer interactions. - Provide on-site support during critical go-live periods to ensure business continuity and user confidence. - Monitor adoption metrics and user feedback to identify barriers and develop interventions that improve utilization. Qualifications - Bachelors degree. - Minimum 2 years' experience in Contact Center or AI Technology. - Qualified applicants must be authorized to work in the United States on a full-time basis. Additional Preferences - Strong business acumen with understanding of contact center operations and customer experience metrics. - Experience with change management, stakeholder engagement, and organizational adoption strategies. - Knowledge of contact center technologies (voicebot, chatbot, IVR, CRM systems) sufficient to guide business discussions and implementation decisions. - Strong business communication skills with ability to influence to build stakeholder consensus. - Preferred experience in multinational organization and pharmaceutical/healthcare industry. - Proven ability to lead change initiatives and drive organizational adoption of new technologies. - Strong analytical skills to translate business requirements into implementation requirements. - Ability to balance business needs, user experience, technical constraints, and regulatory requirements. - Customer-centric mindset with focus on delivering solutions that improve end-user experience. - Experience working across cultures and time zones in global organization. - Understanding of pharmaceutical business operations and regulatory environment. Additional Information - Frequent international travel required to support on-site implementations and stakeholder engagement (estimated 25-40%). - Working across different timezones. Benefits - Comprehensive benefit program including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits; life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits.
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