CTI Developer

Eli Lilly

Bangalore, Karnataka
Permanent
Full-time

1 month ago

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.Technology continues to transform every aspect of society, including healthcare. Lilly sees digital as an extension of our medicines, not just a marketing tactic. We, as consumers, have come to expect digital experiences to augment and support our experiences with medicines – especially to help reduce the burden of coping and managing through chronic disease for us, our loved ones and health care providers. Hence, Lilly’s Digital Health team is committed to exploring how the next generation therapeutic ecosystems, connected solutions, and data analytics can transform the customer (patients, health care providers and payers) experience, demonstrate value, and most importantly – improve patient outcomes.As part of our commitment to improving patient outcomes, Customer Support Programs (CSP) play a critical solution for our brands to help our patients to a good start and to engage them during their Lilly treatment period to support effective product use and to support them in their overall disease management. Current CSP solutions help patients gain access to certain Lilly medicines by working with payers, connecting patients to vital resources, leading the development of patient centric technology, and providing the market field-based reimbursement support. This role will have Technical Integrations Lead responsibilities for the Digital Health CSP Ecosystem.Responsibilities:As CSP IDS CTI developer, you will be responsible for designing and building call flow. The CTI developer will drive CTI requirements, and coordinate any delivery needs within the CSP team. This developer plays an integral role in coordinating across CSP team, Business Units and enterprise teams to define and deliver on CSP integration needs.

Deep understanding of Digital, Cloud and Omnichannel Customer Experience concepts
Knowledge of Amazon Connect and Five 9 platforms.
Knowledge on Service cloud voice, pin point and call back capabilities
Understanding the digital engagement in health cloud
Salesforce/marketing cloud SMS/social media integration to enable 1-1/adhoc communication
Strong understanding of contact center operations, including inbound/outbound calls, IVR, omni channel customer interaction.
Understanding of technical concepts related to cloud-based contact center, telephony integrations, chat functionality and reporting abilities.
Ability to collaborate with Business to gather and prioritize requirements based on business needs.
Ensuring solutions adhere to quality, compliance, Protect Lilly, and Data Usage requirements.
Backlog refinement and sprint planning to prioritize the activities.
Vendor management (Amazon Connect/Five 9) to ensure effective delivery of solutions.
Awareness of user experience principles to ensure seamless and user-friendly interface for contact centre agents and administrators.
Understanding of integration strategies with other systems such as CRM.
Strong in Agile Development and experience with SCRUM or similar methodologies.
Good written and spoken communications skills in English and thought-leadership skills.
Well versed in requirements generation and analysis, vendor analysis

Basic Requirements:

Bachelors of science or arts
3+ years of hands-on any CTI solution experience

2+ years coordinating external suppliers &/or partners with internal teams to support technical delivery

5 years of over all IT experienceAdditional Skills/Preferences:

Any CTI certification is a plus
Ability to build strong cross functional relationships. Effective teamwork, interpersonal, conflict management and negotiation skills; ability to collaborate and build relationships with peers and business partners.
Excellent communication (written and verbal), interpersonal and team building skills (e.g., effective coaching and feedback)
Ability to work with large cross-functional teams, project teams and innovation projects in a virtual manner.
Self-management and organizational skills. Able to manage a diverse workload, set personal priorities and adjust as needed.
Demonstrated ability to influence, without direct authority to ensure alignment to common methods and approaches necessary to achieving required outcomes.

Strong problem-solving, risk management and decision skills. Able to anticipate and recognize problems, diagnose root causes, solve unique and complex problems.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 ( Lilly_Recruiting_Compliance@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 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.#WeAreLilly

Eli Lilly

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