Solution Engineer – Consumer Services

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Consumer Services Technology at Lilly designs and delivers modern digital experiences that make it easier for consumers to enroll, engage, and receive support throughout their treatment journey. The team develops and manages consumer-facing platforms, data products, and CRM-integrated capabilities that power seamless onboarding, intuitive self-service, and reliable engagement across channels. Reimbursement Services help patients and healthcare professionals navigate access and affordability with speed and clarity.

As a Solution Engineer, you design, develop, test, and maintain scalable software applications and systems that deliver secure, high-performance solutions meeting business and technical requirements. On the Consumer Services team, you take strategic ideas and transformation objectives through the Alpha, Beta, and Release phases of product development, building, modernizing, and optimizing the technical solutions that enable a frictionless, digital-first Lilly experience for patients and caregivers. You work closely with Lilly Patient Services and cross-functional Technology at Lilly teams to ensure those solutions are innovative, scalable, and tailored to drive efficient patient support throughout the treatment journey.

What You’ll Be Doing (Responsibilities)

You design, build, and support the Salesforce-based CRM ecosystem behind Consumer Services’ digital experiences, taking solutions from first concept through release and ongoing operation.

Objective 1: CRM Solution Design & Delivery

• Design, build, and maintain a high-quality, Salesforce-based Customer Relationship Management (CRM) ecosystem with solutions that are scalable, AI-enhanced, and aligned to evolving business and patient needs.
• Translate complex requirements and patient support workflows into scalable, user-centric solutions.
• Ensure data integrity and seamless integration across platforms.

Objective 2: Stability, Documentation & Continuous Improvement

• Leverage development expertise and problem-solving skills to troubleshoot issues, resolve incidents, and implement change requests that ensure system stability and performance.
• Document solution architecture, code, configurations, and integration points to support maintainability and knowledge sharing.
• Stay current on platform innovations, industry trends, and emerging technologies to continuously improve system capabilities.

What You Should Bring

• Excellent problem-solving, analytical, and communication skills, with the ability to collaborate across technical and non-technical teams.
• Strong learning agility and the ability to work in ambiguity.
• A passion for enabling exceptional end-user experiences.

Basic Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or a related technical field with 1+ years of experience in software engineering, systems development, or technical support for enterprise SaaS platforms.
• OR High School Diploma/GED with 7+ years of experience in IT technical roles.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Preferred Qualifications

• Highly desirable: Hands-on experience with the Salesforce platform and/or Salesforce certifications, particularly in Data 360 and Life Sciences Cloud (LSC).
• Experience developing or supporting SaaS applications within large organizations, particularly customer engagement or support platforms, with a focus on personalized, scalable end-user experiences.
• Experience with system integrations, APIs, and working with data across cloud-based platforms (e.g., AWS, Azure).
• Understanding of the technical, ethical, and user experience challenges and opportunities of generative AI systems and models.
• Familiarity with Electronic Medical Records (EMR).
• Knowledge of Agile frameworks (e.g., Scrum, SAFe) and related tools like Jira.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$66,000 - $154,000

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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