Solutions Architect

About This Role

This role leads the strategy and modernization of Experian's global telephony and contact center platforms, reporting to the Architecture Enterprise Senior Director. 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. This is a people manager role, enhancing customer and employee experiences through modern voice, contact center, automation, and analytics capabilities.

Responsibilities

• 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

Requirements

• 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

Benefits

• 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

About the Company

Experian is a global data and technology company, powering opportunities for people and businesses around the world. It operates 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, and has a team of 25,200 people in 32 countries.