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 DescriptionWhat 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.
- 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 across multiple environments; global or multi-region experience preferred.
- Experience modernizing legacy PBX and contact center platforms to cloud SaaS models, including routing, porting, numbering, agent workflows, and service continuity.
- Deep contact center domain expertise, including call flows, IVR, ACD, recording, quality assurance, analytics, and CRM integration patterns.
- 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-control environments.
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.
