Solutions Architect - Telephony, Voice Contact Center

Experian; Cyberjaya; Presencial; MYR 300 000 - 540 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Discretionary bonus

Hybrid work

Equal opportunity employer

Resumo da oferta

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,

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Enterprise telephony

Cloud-based transformation

Architecture governance

Stakeholder communication

Team leadership

Requirements gathering

Ferramentas

NICE CXone

Salesforce integration

Avaya legacy migration

Descrição da oferta de emprego

Role Overview

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 on‑premise dependencies, and deliver features, including, but not limited to advanced IVR, dashboards, AI/speech recognition, omnichannel, call recording, and call accounting.

Design and guide Experian's contact center capability uplift including Presence Bi‑Sync with Salesforce Omni‑Channel, advanced quality, sentiment analysis, self‑service/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 You'll Do

• Lead the global telephony and contact center target architectures:
  • Define and maintain end‑to‑end 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/in‑flight, including Salesforce integration enhancements, Presence Bi‑Sync, omnichannel, QM+/quality, sentiment analysis, and automation/self‑service patterns.
• Compliance, risk, and data‑flow architecture:
  • Lead the technical inputs required to satisfy multi‑region 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 executes—balancing "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.

Experience and Skills

What We're Looking for

• 10–15+ years in developing enterprise telephony/voice and contact center solutions in different environments (global/multi‑region 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.

About Experian

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.

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 affirm. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid

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