Global Network & Call Center Technologies Lead

Astellas Pharma

  • United Kingdom
  • Permanent
  • Full-time
  • 1 month ago
Global Network & Call Center Technologies LeadAbout Astellas:At Astellas, experience is coupled energised with a relentless challenger spirit.Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn't a buzzword - it's a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awarenessof the patient into our everyday working practices, regardless of our role, team or division.We are unusual in our ability to combine the experience, expertise and resources of an established company with the agility, flexibility and tenacity of a start-up. Relentless curiosity and a hunger for discovery flows throughout our entire organisation.We harness the latest technology and insights from big data with our research expertise to create powerful solutions that could transform the way doctors and nurses treat and care for their patients. We are accelerating product development, driving operational efficiencies and gaining a better understanding of the needs of patients and their healthcare providers.We partner and collaborate with academic research institutes and biotechnology companies who share our passion for bringing breakthrough discoveries to patients.The Opportunity:As Global Network & Call Center Technologies Lead, you will oversee the design, transformation, and secure operation of our global network infrastructure and enterprise contact center technologies.In this strategic leadership role you will be responsible for delivering high-performance, scalable, and secure connectivity across all users, sites, and critical business functions, including manufacturing and research operations.Hybrid Working:At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.Key Responsibilities:
  • Lead the Global Network POD responsible for delivering all enterprise networking services (LAN, WAN, SD-WAN, wireless, cloud, hybrid connectivity).
  • Oversee secure, reliable connectivity across corporate, manufacturing, and research facilities, supporting critical operations without disruption.
  • Own and evolve the global architecture and support model for all call center and customer engagement platforms (voice, IVR, CTI, omnichannel).
  • Partner with business teams to improve operational efficiency, customer experience, and insight generation using advanced analytics and AI/ML.
  • Ensure all network and voice platforms meet regulatory, privacy, and data protection requirements-especially in regulated and GxP environments.
  • Collaborate with information security, digital workplace, cloud, and business technology teams to deliver secure, integrated, and future-ready capabilities.
Essential Knowledge & Experience:
  • Extensive experience in global network and voice infrastructure roles and technical leadership.
  • Solid experience with network architecture and security in manufacturing and R&D environments, including compliance and uptime sensitivity.
  • Demonstrated leadership in network modernization, including SD-WAN, cloud connectivity, and secure hybrid designs.
  • In-depth knowledge of Zero Trust principles and the ability to apply them across network and access domains.
  • Strong hands-on and architectural expertise in: Network security platforms, Call center technologies and AI/ML applications in networking or contact centers.
  • Previous background in regulated industries (pharmaceutical, biotech, healthcare).
Preferred Knowledge & Experience:
  • Palo Alto Networks (PCNSE)
  • Zscaler Certified Professional (ZCP)
  • Contact center certifications (Genesys, NICE, Cisco, etc.)
  • Zero Trust or cloud architecture certifications (e.g., AWS, Azure, CISSP)
Education/Qualifications:
  • Bachelor's degree or equivalent.
Additional information:
  • This is a permanent full-time position.
  • This position is based in the United Kingdom.
  • This position follows our hybrid working model. Role requires a blend of home and a minimum of 1 day per quarter in our United Kingdom office. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office.
What We Offer:
  • A challenging and diversified job in an international setting
  • Opportunity and support to continuous development
  • Inspiring work climate
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.#LI-Addlestone#LI-Hybrid#LI-CC1

Astellas Pharma