Solutions Architect
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Job Description
What you'll be doing:
Own Experian’s global telephony, Teams Calling, and NICE Contact Center architecture, leading the transition from legacy Avaya to a cloud-first model. Responsible for PSTN, carrier/SBC, routing, compliance, and contact center design, while driving modernization through advanced IVR, AI, speech analytics, omnichannel, recording, reporting, automation, Salesforce integration, quality management, and sentiment analysis. Also leads APAC telephony strategy and capability expansion to deliver operational efficiency and business value.
Summary of Primary Responsibilities:
• Own global telephony and contact center architecture across Teams Calling, NICE, routing, numbering, recording, carrier/SBC, and integration platforms.
• Lead UKI & EMEA telephony modernization, replacing legacy Avaya infrastructure, driving device rationalization, and enhancing contact center capabilities.
• Architect and govern next-generation contact center solutions, including Salesforce integration, omnichannel, Presence Bi-Sync, quality management, sentiment analytics, automation, and self-service.
• Ensure secure, compliant, and resilient solutions that meet multi-region regulatory, data residency, risk, privacy, and operational requirements.
• Provide strategic architecture leadership through routing and migration design, executive architecture artifacts, roadmap planning, risk management, and transformation governance.
Requirements
Department: Technology
Function: Information Technology
Experience Level: Not Applicable