Solutions Architect - Telephony, Voice Contact Center

Job description

Be the architecture owner for enterprise telephony, Teams Calling, and contact center services, leading cloud-first transformation programs and defining the strategy, standards, and roadmap for voice and customer engagement platforms. This includes global telephony transformation project, reduce on‑premise dependencies, and deliver features, including, but not limited to advanced IVR, dashboards, AI/speech recognition, omnichannel, call recording, and call accounting.

Design and guide Experian's contact center capability uplift including Presence Bi‑Sync with Salesforce Omni‑Channel, advanced quality, sentiment analysis, self‑service/automation, and ACD enhancements all while measuring against efficiency targets and business benefits. Asia Pacific modernization and discovery work (e.g., Teams Calling and NICE CXone direction; address EOL Cisco/Ribbon, India calling enablement constraints, and staff augmentation needs).

You will oversee PSTN/calling architecture, carrier/SBC design, numbering/porting, call routing, contact center flows, recording/QA/analytics, and compliance-aligned controls. You will report to Architecture Enterprise Senior Director

What You'll Do

Lead the global telephony and contact center target architectures: Define and maintain end‑to‑end designs for Teams Calling, NICE contact center, call routing, numbering, porting, recording/CDR, and integration patterns across regions.

UKI & EMEA telephony modernization architecture authority

Lead the technical approach to replace legacy Avaya and deliver the proposed campus/contact center changes.

Contact center evolution and feature enablement

Architect and govern advanced contact center capabilities planned/in‑flight, including Salesforce integration enhancements, Presence Bi‑Sync, omnichannel, QM+/quality, sentiment analysis, and automation/self‑service patterns.

Compliance, risk, and data-flow architecture

Lead the technical inputs required to satisfy multi‑region risk/compliance needs, and "secure by design" call recording and processing architectures.

Carrier/SBC and routing design leadership

Lead carrier/provider architecture decisions and solution designs (including constraints that require Teams and NICE migrations to occur together in certain routing models and the need to finalize EMEA routing designs).

Operational reliability and ITSM guardrails

Define architecture standards for availability, survivability, monitoring, and change thoughtfulness while modernization executes—balancing "run" stability with transformation delivery.

Executive-ready architecture artifacts

Produce reference architecture, option papers, sequencing plans, and risk statements to support business cases, funding approvals, vendor due diligence, and leadership decision forums.

Qualifications

What We're Looking for 10–15+ years in developing enterprise telephony/voice and contact center solutions in different environments (global/multi‑region preferred). You will need to demonstrate experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering, agent workflows, and service continuity. Knowledgeable in contact center domain depth (e.g., NICE-like platforms) including call flows, IVR/ACD, recording, QA, analytics, and CRM integration patterns.

Communicate and translate architecture tradeoffs into clear decisions for different audiences. Manage operational governance and discipline; comfortable operating in environments with active risk, compliance review cycles, and change controls.