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.

About us, but we'll be brief:

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been listed as one of the 100 "World's Most Innovative Companies" by Forbes Magazine.

What you'll be doing:

You will be the architecture owner for Experian's telephony, Teams Calling, and Contact Center services. As we modernize, we are moving toward a cloud‑first, Teams‑centric model. In this model, NICE will serve as the contact center platform, and we will use Teams Calling for corporate/campus telephony. This role is accountable for the end‑to‑end technical design and standards. This includes global telephony transformation. We mean this transformation to replace EOL Avaya, reduce on-premise dependencies. It will also deliver features such as advanced IVR, dashboards, reporting, AI/speech recognition, omnichannel, call recording, and call accounting, etc. Additionally, I designed and guided Experian's contact center capability uplift. This included Presence Bi‑Sync with Salesforce Omni‑Channel, advanced quality, sentiment analysis, self‑service/automation, and ACD enhancements. I measured all of these against efficiency targets and business benefits. APAC modernization and discovery work (e.g., Teams Calling + NICE CXone direction; addressing EOL Cisco/Ribbon, India calling enablement constraints, and staff augmentation needs). This role directly owns PSTN/calling architecture, carrier/SBC design, numbering/porting, call routing, contact center flows, recording/QA/analytics, and compliance-aligned controls. You will report to a Senior Director.

of Primary Responsibilities:

• Own global telephony & 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.
• The UKI & EMEA telephony modernization architecture authority is responsible for leading the technical approach. This approach involves replacing legacy Avaya, including the decommission of ~60 Avaya devices, and delivering the proposed campus/contact center changes. These changes include desk phone removal as standard, power-user and VIP retention models, mandatory CC training, and enhanced IVR/ACD/analytics/automation capabilities.
• Contact center evolution and feature enablement involve architecting and governing advanced CC capabilities. We plan or have in-flight these capabilities. They include integrating Salesforce enhancements, implementing Presence Bi-Sync, developing omnichannel, creating QM+/quality, conducting sentiment analysis, and designing automation/self-service patterns. Examples of automation/self-service patterns are password reset self-service IVR flows and Origins integration.
• Compliance, risk, and data-flow architecture: Own the technical inputs required to satisfy multi‑region risk/compliance needs, including DPIA/LIA/ROPA/TPRA patterns, country data residency constraints, and risk items affecting schedule/solution design. Drive "secure by design" call recording and processing architectures.
• Carrier/SBC and routing design leadership involves leading carrier/provider architecture decisions. It also includes solution designs, considering constraints that require Teams and NICE migrations to occur together in certain routing models. Additionally, it requires finalizing EMEA routing designs.
• Operational reliability and ITSM guardrails: Define architecture standards for availability, survivability, monitoring, and change rigor 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

• 10–15+ years developing enterprise telephony/voice and contact center solutions in several environments (global/multi‑region preferred).
• Demonstrated experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering, agent workflows, and service continuity.
• You have Contact center domain depth (e.g., NICE-like platforms) including call flows, IVR/ACD, recording, QA, analytics, and CRM integration patterns.
• You have good partner communication—able to translate architecture tradeoffs into clear decisions for all kinds of audiences.
• You have operational governance and discipline; comfortable operating in environments with active risk, compliance review cycles, and change controls.

Additional Information

Our uniqueness is that we truly celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Benefits

Experian care for employee's work life balance, health, safety and wellbeing. In support of this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off.

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Experian Careers - Creating a better tomorrow together

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