Solutions Architect

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.
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.
Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @ experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers .
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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About the Company
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.