Cloud Telephony & Contact Center Architect - Hybrid

Experian Asia Pacific; Cyberjaya; Hybride; MYR 180 000 - 300 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Inclusive paid leave

People-first culture

Career growth opportunities

Exposure to global teams

Résumé du poste

Experian Asia Pacific in Malaysia seeks a Senior Enterprise Architect to lead strategy and modernization of global telephony and contact center platforms, driving cloud-based, secure, scalable solutions across the organization.

You will work with business and technology teams to enhance customer and employee experiences through modern voice, contact center, automation, and analytics capabilities, in a people-manager role.

Qualifications

• 10+ years working experience in enterprise telephony, contact center, or enterprise architecture within large environments.
• Experience delivering telephony and contact center transformation programs, including moving from legacy platforms to cloud-based solutions.
• Knowledgeable in voice and contact center technologies, including Teams Calling, PSTN, call routing, IVR, CRM integrations, recording, analytics, and customer engagement platforms.
• 10+ years of experience designing secure, reliable, and compliant solutions while supporting governance, risk, and operational requirements.
• Experience presenting technical risks and recommendations to business and technical stakeholders, securing agreement on decisions, coordinating actions across teams, and explaining how security requirements affect business operations and outcomes.

Responsabilités

• Define the architecture strategy, standards, and roadmap for telephony, Teams Calling, contact center, and customer engagement platforms.
• Lead the modernization of legacy voice and contact center environments to cloud-based, scalable, and resilient solutions.
• Design and govern contact center capabilities, including call routing, IVR, omnichannel engagement, CRM integrations, recording, analytics, and automation.
• Establish standards for voice infrastructure, carrier connectivity, security, compliance, monitoring, and operational resilience.
• Partner with business and technology stakeholders to develop solution recommendations, roadmaps, and investment plans that support strategic goals.

Connaissances

Leadership

Stakeholder management

Enterprise architecture

Cloud strategy

Security & compliance

Outils

Teams Calling

PSTN

IVR

CRM integrations

Recording

Analytics

Description du poste

Experian Asia Pacific in Malaysia seeks a Senior Enterprise Architect to lead strategy and modernization of global telephony and contact center platforms, driving cloud-based, secure, scalable solutions across the organization.

You will work with business and technology teams to enhance customer and employee experiences through modern voice, contact center, automation, and analytics capabilities, in a people-manager role.