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. 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.




Demonstrated experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering, agent workflows, and service continuity.

- NICE-like platforms) including call flows, IVR/ACD, recording, QA, analytics, and CRM integration patterns.
- You have operational governance and discipline comfortable operating in environments with active risk, compliance review cycles, and change controls.

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. 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. 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 perks and paid time off.
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📌 CRM Solution Architect Salesforce (Secunderabad)
🏢 Experian
📍 Secunderabad