Architecture Enterprise Senior Director

What youll do

You will lead Experians Unified Communications (UC) function as we modernize global voice video and contact center services toward a cloudfirst Teamscentric model. You will guide the strategies and investment needed to achieve our goals of telephony modernization contact center evolution and global standardization to improve resiliency user experience and cost efficiency. You will own a broad businesscritical UC estate that includes 400 video conferencing units 400 NICE contact center agents 220 Teams auto attendant groups and 90 Global Webcast events per year ensuring reliable run operations while executing major transformation work.

You will lead the global video conferencing device strategy and refresh planning using lifecycle status room usage and site strategy to prioritize replacements and maintain service quality. This includes steering an FY27 refresh plan in consideration of the allocated budget establishing quarterly prioritization and managing endoflife risk as devices decommission and enter restricted states.

You will report to the VP Global Digital Workplace Architecture.

Summary of Primary Responsibilities

• Set UC strategy: Define and maintain the UC strategy and multiyear roadmap to deliver a cloudfirst Teamscentric operating model spanning telephony conferencing and contact center services.
• Lead FY26FY27 transformation delivery: Provide executive leadership and ensure outcomes are achieved through clear governance sequencing and partner alignment with delivery oversight.
• Oversee operational reliability for a critical estate: Ensure continuity stability and operational performance across the UC estate balancing run responsibilities with transformation execution.
• Guide global video conferencing lifecycle management. This includes leading device lifecycle planning and refresh execution which involves using site strategy (grow/maintain/retire) lifecycle status and usage. Additionally manage FY27 investment governance with care for the budget.
• Manage executive communications and senior partner engagement: Present UC strategy investment proposals risks and delivery status to senior leadership; guide decisions and understanding across Workplace regional leaders and partners.
• Vendor and partner management: Lead vendor engagement and delivery coordination across UC/CC/AV ecosystems ensuring contract performance service outcomes and delivery dependencies are actively managed.
• Governance risk and operational discipline: Ensure UC services are managed with operational governance (e.g. incident/change thoughtfulness monitoring and performance management) while modernization is underway.

What your background is

• Senior leadership experience managing Unified Communications and Contact Center strategy program delivery and daytoday operations in an enterprise environment (a standard expectation for Senior Director UC/CC leaders).
• Demonstrated experience modernizing enterprise voice and collaboration toward a cloud mindset including largescale deployments and crossregional execution.
• Lead contact center technology evolution (e.g. NICElike environments) and integration with broader enterprise voice/collaboration services.
• Video/AV and room systems leadership including lifecycle strategy refresh planning and device standardization at scale.
• Track record presenting strategy investment proposals delivery status and risks to senior leadership.
• Program governance and operational discipline: ability to run ITSMstyle operations while creating transformation programs.
• Vendor/MSP governance and commercial management experience (contracts/SOWs service outcomes and delivery performance) consistent with market expectations for this level.

Qualifications :

Qualifications

• Bachelors degree in IT Computer Science Telecommunications or equivalent experience.
• 10-15 years in enterprise IT/telecom with 5-10 years leading UC/voice at scale.
• Deep leadership experience across Microsoft Teams (Phone Rooms) enterprise telephony SIP/SBCs and cloudfirst UC architectures.
• Manage CC CCaaS platforms (e.g. NICE CXone Genesys Five9) including integrations with Teams IVR/ACD design recording analytics and resiliency.
• Experience odernizing legacy PBX/AV and contact centers to cloudbased standardized global platforms** balancing run operations with transformation.
• Background in executivelevel communication global partner influence budget ownership and **vendor/commercial management** across carriers CCaaS providers and SIs.

Additional Information :

Our benefits include: Medical life and dental insurance Asociación Solidarista International Share Save Plan Flex Work/Work from home Paid time off Birthday day off Annual Performance Bonus Education Reimbursement Family Bonding Bereavement Leave Referral Program and more.

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward and recognition volunteering... the list goes on. Experians people first approach is award-winning. It has received recognition as one of the Worlds Best Workplaces 2024 (Fortune Top 25). Additionally it is a Great Place To Work in 24 countries. Furthermore it is one of Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

#LI-Remote

This is a remote position.

Remote Work :

Yes

Employment Type :

Full-time