2 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Own global telephony and contact center architecture across Teams Calling, NICE, routing, numbering, recording, carrier/SBC, and integration platforms.
- Lead UKI, EMEA, and APAC telephony modernization, including migration from legacy Avaya infrastructure, device rationalization, and capability expansion.
- Architect next-generation contact center solutions involving IVR, omnichannel, Salesforce integration, Presence Bi-Sync, quality management, sentiment analytics, automation, and self-service.
- Design secure, compliant, resilient solutions that address multi-region regulatory, data residency, privacy, risk, and operational requirements.
- Provide architecture leadership through routing and migration designs, executive architecture artifacts, roadmaps, risk management, and transformation governance.
Requirements
- 10–15+ years of experience developing enterprise telephony, voice, and contact center solutions across multiple environments, preferably global or multi-region.
- Experience modernizing legacy PBX and contact center platforms to cloud SaaS models, including routing, porting, numbering, agent workflows, and service continuity.
- Deep contact center experience with call flows, IVR/ACD, recording, quality assurance, analytics, and CRM integration patterns, including NICE-like platforms.
- Ability to communicate with partners and translate architecture tradeoffs into clear decisions for diverse audiences.
- Experience with operational governance, risk and compliance review cycles, and change controls.
Benefits
- Family well-being benefits, enhanced medical benefits, and paid time off.
- Hybrid work arrangement indicated by the #LI-Hybrid designation.
- Equal opportunity and affirmative action employer with disability accommodations available.
- Culture emphasizing DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, recognition, and volunteering.
Categories
Solutions Engineering
About Experian
Experian builds credit reporting, identity and fraud prevention, and data analytics software that help lenders, insurers, healthcare providers, and marketers make decisions; it also offers consumer credit monitoring and scores. The company earns via data licensing, decisioning software, and subscription services, operates in 30+ countries, is headquartered in Costa Mesa, California, and is a FTSE 100 public company listed on the London Stock Exchange (EXPN); it is one of the three major U.S. credit bureaus.