Solutions Architect - Telephony, Voice Contact Center

Location: Cyberjaya, Selangor, my

Company 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.

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

Job Description

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.

Qualifications

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.

Additional Information

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

#LI-Hybrid

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

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