Hybrid Cloud Telephony & Contact Center Architect

Experian PLC; Malaysia; Hybrid; MYR 250,000 - 420,000; Full time

Benefits offered by this job

Hybrid work arrangement

Inclusive paid leave

People-first culture

Job summary

Experian is a global data and technology company seeking a senior architect to lead the strategy and modernization of its telephony and contact center platforms. The role focuses on cloud-based communications, architecture standards, and secure, scalable services across the organization.

You will collaborate with business and technology teams to enhance customer and employee experiences through modern voice, contact center, automation, and analytics capabilities.

Qualifications

• 10+ years in enterprise telephony, contact center, or UC in large environments.
• Experience delivering telephony/contact center transformation to cloud-based platforms.
• Knowledge of voice tech: Teams Calling, PSTN, IVR, CRM integrations, analytics.

Responsibilities

• Define architecture strategy, standards, and roadmaps for telephony and customer engagement platforms.
• Lead modernization of legacy voice and contact center environments to cloud-based, scalable solutions.
• Design and govern call routing, IVR, omnichannel engagement, CRM integrations, recording, analytics, and automation.
• Establish voice infrastructure standards, security, and operational resilience.
• Partner with stakeholders to develop solution roadmaps and investment plans.

Skills

Enterprise telephony

Contact center

Unified communications

Enterprise architecture

Cloud-based solutions

Tools

Teams Calling

Job description

Experian is a global data and technology company seeking a senior architect to lead the strategy and modernization of its telephony and contact center platforms. The role focuses on cloud-based communications, architecture standards, and secure, scalable services across the organization.

You will collaborate with business and technology teams to enhance customer and employee experiences through modern voice, contact center, automation, and analytics capabilities.