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.
Job DescriptionAbout us, but we'll be brief:
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been listed as one of the 100 "World's Most Innovative Companies" by Forbes Magazine.
What you'll be doing:
You will be the architecture owner for Experian's telephony, Teams Calling, and Contact Center services. As we modernize, we are moving toward a cloud‑first, Teams‑centric model. In this model, NICE will serve as the contact center platform, and we will use Teams Calling for corporate/campus telephony. This role is accountable for the end‑to‑end technical design and standards. This includes global telephony transformation. We mean this transformation to replace EOL Avaya, reduce on-premise dependencies. It will also deliver features such as advanced IVR, dashboards, reporting, AI/speech recognition, omnichannel, call recording, and call accounting, etc. Additionally, I designed and guided Experian's contact center capability uplift. This included Presence Bi‑Sync with Salesforce Omni‑Channel, advanced quality, sentiment analysis, self‑service/automation, and ACD enhancements. I measured all of these against efficiency targets and business benefits. APAC modernization and discovery work (e.g., Teams Calling + NICE CXone direction; addressing EOL Cisco/Ribbon, India calling enablement constraints, and staff augmentation needs). This role directly owns PSTN/calling architecture, carrier/SBC design, numbering/porting, call routing, contact center flows, recording/QA/analytics, and compliance-aligned controls. You will report to a Senior Director.
Summary of Primary Responsibilities:
- Own global telephony & 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.
- The UKI & EMEA telephony modernization architecture authority is responsible for leading the technical approach. This approach involves replacing legacy Avaya, including the decommission of ~60 Avaya devices, and delivering the proposed campus/contact center changes. These changes include desk phone removal as standard, power-user and VIP retention models, mandatory CC training, and enhanced IVR/ACD/analytics/automation capabilities.
- Contact center evolution and feature enablement involve architecting and governing advanced CC capabilities. We plan or have in-flight these capabilities. They include integrating Salesforce enhancements, implementing Presence Bi-Sync, developing omnichannel, creating QM+/quality, conducting sentiment analysis, and designing automation/self-service patterns. Examples of automation/self-service patterns are password reset self-service IVR flows and Origins integration.
- Compliance, risk, and data-flow architecture: Own the technical inputs required to satisfy multi‑region risk/compliance needs, including DPIA/LIA/ROPA/TPRA patterns, country data residency constraints, and risk items affecting schedule/solution design. Drive "secure by design" call recording and processing architectures.
- Carrier/SBC and routing design leadership involves leading carrier/provider architecture decisions. It also includes solution designs, considering constraints that require Teams and NICE migrations to occur together in certain routing models. Additionally, it requires finalizing EMEA routing designs.
- Operational reliability and ITSM guardrails: Define architecture standards for availability, survivability, monitoring, and change rigor 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.
- 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.
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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Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Skills Required
- 10-15+ years developing enterprise telephony, voice, and contact center solutions
- Experience working across several environments, preferably global or multi-region
- Experience modernizing legacy PBX and contact center platforms to cloud SaaS models
- Experience with routing, porting, numbering, agent workflows, and service continuity
- Contact center expertise including call flows, IVR, ACD, recording, quality assurance, analytics, and CRM integrations
- Ability to communicate with partners and translate architecture tradeoffs into clear decisions for diverse audiences
- Experience with operational governance, risk and compliance reviews, and change controls
Experian Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Experian and has not been reviewed or approved by Experian.
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Healthcare Strength — Medical and dental coverage is described as strong, with expanded mental health resources and telemedicine options. Coverage includes inclusive services such as gender transition and fertility support.
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Leave & Time Off Breadth — Time-off offerings are generous, including substantial PTO/vacation, paid holidays, and paid volunteer days with options to purchase additional leave. Parental leave is available for birth and non-birth parents alongside flexible working arrangements that support work-life balance.
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Retirement Support — Retirement programs include a 401(k) with company matching and contributory pension schemes in some regions. These elements complement base pay and bonuses to form a competitive total rewards package.
Experian Insights
What We Do
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.
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