Solutions Architect Telephony, Voice Contact Center

Be the architecture owner for enterprise telephony Teams Calling and contact center services leading cloud-first transformation programs and defining the strategy standards and roadmap for voice and customer engagement platforms.

This includes global telephony transformation project reduce onpremise dependencies and deliver features including but not limited to advanced IVR dashboards AI/speech recognition omnichannel call recording and call accounting.

Design and guide Experians contact center capability uplift including Presence BiSync with Salesforce OmniChannel advanced quality sentiment analysis selfservice/automation and ACD enhancements all while measuring against efficiency targets and business benefits. Asia Pacific modernization and discovery work (e.g. Teams Calling and NICE CXone direction; address EOL Cisco/Ribbon India calling enablement constraints and staff augmentation needs).

You will oversee PSTN/calling architecture carrier/SBC design numbering/porting call routing contact center flows recording/QA/analytics and compliance-aligned controls.

You will report to Architecture Enterprise Senior Director

What Youll Do

• Lead the global telephony and contact center target architectures:
  • Define and maintain endtoend designs for Teams Calling NICE contact center call routing numbering porting recording/CDR and integration patterns across regions.
• UKI & EMEA telephony modernization architecture authority:
  • Lead the technical approach to replace legacy Avaya and deliver the proposed campus/contact center changes.
• Contact center evolution and feature enablement:
  • Architect and govern advanced contact center capabilities planned/inflight including Salesforce integration enhancements Presence BiSync omnichannel QM/quality sentiment analysis and automation/selfservice patterns.
• Compliance risk and data-flow architecture:
  • Lead the technical inputs required to satisfy multiregion risk/compliance needs and secure by design call recording and processing architectures.
• Carrier/SBC and routing design leadership:
  • Lead carrier/provider architecture decisions and solution designs (including constraints that require Teams and NICE migrations to occur together in certain routing models and the need to finalize EMEA routing designs).
• Operational reliability and ITSM guardrails:
  • Define architecture standards for availability survivability monitoring and change thoughtfulness while modernization executesbalancing run stability with transformation delivery.
• Executive-ready architecture artifacts:
  • Produce reference architecture option papers sequencing plans and risk statements to support business cases funding approvals vendor due diligence and leadership decision forums.

Qualifications :

What Were Looking for

• 1015 years in developing enterprise telephony/voice and contact center solutions in different environments (global/multiregion preferred).
• You will need to demonstrate experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering agent workflows and service continuity.
• Knowledgeable in contact center domain depth (e.g. NICE-like platforms) including call flows IVR/ACD recording QA analytics and CRM integration patterns.
• Communicate and translate architecture tradeoffs into clear decisions for different audiences.
• Manage operational governance and discipline; comfortable operating in environments with active risk compliance review cycles and change controls.

Additional Information :

Benefits/Perks:

• Great compensation package and discretionary bonus plan
• Work Arrangement: Hybrid. You will combine in-office and remote work with regular attendance required at the office.
• Experian is an equal opportunities employer

#LI-Hybrid

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Remote Work :

No

Employment Type :

Contract