Solutions Architect

Company Description

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.

About 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.