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.
What We're Looking for
- More than 10 years working experience in enterprise telephony, contact center, unified communications, or enterprise architecture within large and complex environments.
- Experience delivering telephony and contact center transformation programs, including moving from legacy platforms to cloud-based solutions.
- Knowledgeable in voice and contact center technologies, including Teams Calling, PSTN, call routing, IVR, CRM integrations, recording, analytics, and customer engagement platforms.
- 10+ years of experience designing secure, reliable, and compliant solutions while supporting governance, risk, and operational requirements.
- Experience presenting technical risks and recommendations to business and technical stakeholders, securing agreement on decisions, coordinating actions across teams, and explaining how security requirements affect business operations and outcomes.
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.
Benefits/Perks:
- Hybrid work arrangement: You will divide your time between working remotely and working from the office. You will work from the office at least two days per week. You and your manager will agree on your office days, taking business and client needs into consideration.
- Inclusive paid leave
- People-first and inclusive workplace
- Career growth opportunities
- Exposure to diverse, global teams
#LI-Hybrid
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