Solutions Architect

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.

Department: Technology
Function: Information Technology
Experience Level: Mid-Senior Level