Global Telephony & Contact Center Architect (Hybrid)

Experian Group; Cyberjaya; Hybrid; MYR 300,000 - 540,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid work

Equal opportunity employer

Job summary

Experian is seeking an Enterprise Telephony & Contact Center Architect to own cloud-first transformation programs and define strategy, standards, and roadmaps for voice and customer engagement platforms. This role includes leading global telephony modernization, overseeing PSTN/calling architecture, and guiding initiatives like Teams Calling, NICE CXone, and omnichannel features.

You will report to the Architecture Enterprise Senior Director and collaborate across regions to deliver compliant,

Qualifications

• 10–15+ years in enterprise telephony/voice and contact center solutions across global environments.
• Experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering, agent workflows, and service continuity.
• Knowledge of contact center domains (IVR/ACD, recording, QA, analytics) and CRM integration patterns.
• Ability to translate architecture tradeoffs into clear decisions for diverse audiences.
• Experience governing operational governance and risk/compliance in architecture programs.

Responsibilities

• Lead global telephony and contact center target architectures across Teams Calling, NICE contact center, call routing, numbering, porting, recording/CDR, and integration patterns.
• Drive UKI & EMEA telephony modernization and migration from legacy platforms.
• Architect and govern advanced contact center capabilities including Salesforce integration, presence sync, omnichannel, QM/quality, sentiment analysis, and automation/self-service.
• Lead multi-region risk/compliance inputs and secure by design call recording architectures.
• Oversee carrier/SBC and routing design, including coordinated Teams/NICE migrations in routing models.
• Define architecture standards for availability, monitoring, and change management during modernization.
• Produce reference architectures, option papers, sequencing plans, and risk statements for business cases and vendor due diligence.

Skills

Enterprise telephony

Cloud-based transformation

Architecture governance

Stakeholder communication

Team leadership

Requirements gathering

Tools

NICE CXone

Salesforce integration

Avaya legacy migration

Job description

Experian is seeking an Enterprise Telephony & Contact Center Architect to own cloud-first transformation programs and define strategy, standards, and roadmaps for voice and customer engagement platforms. This role includes leading global telephony modernization, overseeing PSTN/calling architecture, and guiding initiatives like Teams Calling, NICE CXone, and omnichannel features.

You will report to the Architecture Enterprise Senior Director and collaborate across regions to deliver compliant,