Solutions Architect

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.

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.

• 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.

We are a data and analytics powerhouse. We help individuals take control of their financial lives and follow their dreams. Businesses rely on our valuable data and powerful analytics to make smarter decisions and to mitigate risk. We are changing lending, helping business detect more fraud, simplifying healthcare, making it easier to get a car and much more. We power opportunities in a way that is unique to Experian.