Solutions 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, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

Reporting to the Architecture Enterprise Senior Director, you will lead the strategy and modernization of Experian's global telephony and contact center platforms. You will improve the use of cloud-based communication solutions, establish architecture standards and roadmaps, and ensure secure, reliable, and scalable services across the organization.

Working with business and technology teams, you will help enhance customer and employee experiences through modern voice, contact center, automation, and analytics capabilities. This is a people manager role

What You'll Be Doing:

• 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.

Qualifications

What We're Looking for

• More than 10 years working experience in enterprise telephony, contact center, unified communications, or enterprise architecture within large and complex 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.

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose-driven culture is multi award-winning; World's Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affinitive Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

• Hybrid work arrangement: You will divide your time between working remotely and working from the office. You will work from the office at least two days per week. You and your manager will agree on your office days, taking business and client needs into consideration.
• Inclusive paid leave
• People-first and inclusive workplace