Architecture Enterprise Senior Director

Experian

5d•Remote

About The Position

Experian is seeking a Senior Director of Enterprise Architecture to lead the Unified Communications (UC) function. This role involves modernizing global voice, video, and contact center services towards a cloud-first, Teams-centric model. The successful candidate will guide strategies and investments for telephony modernization, contact center evolution, and global standardization to enhance resiliency, user experience, and cost efficiency. This critical role oversees a broad UC estate, including video conferencing units, NICE contact center agents, Teams auto attendant groups, and global webcast events, ensuring reliable operations while driving major transformation initiatives. Responsibilities include leading the global video conferencing device strategy and refresh planning, managing FY27 refresh plans within budget, and overseeing end-of-life risk for devices.

Requirements

Senior leadership experience managing Unified Communications and Contact Center strategy, program delivery, and day-to-day operations in an enterprise environment.
Demonstrated experience modernizing enterprise voice and collaboration toward a cloud mindset, including large-scale deployments and cross-regional execution.
Experience leading contact center technology evolution (e.g., NICE-like environments) and integration with broader enterprise voice/collaboration services.
Video/AV and room systems leadership, including lifecycle strategy, refresh planning, and device standardization at scale.
Track record presenting strategy, investment proposals, delivery status, and risks to senior leadership.
Program governance and operational discipline: ability to run ITSM-style operations while creating transformation programs.
Vendor/MSP governance and commercial management experience (contracts/SOWs, service outcomes, and delivery performance).
Bachelor's degree in IT, Computer Science, Telecommunications, or equivalent experience.
10-15 years in enterprise IT/telecom with 5-10 years leading UC/voice at scale.
Deep leadership experience across Microsoft Teams (Phone, Rooms), enterprise telephony, SIP/SBCs, and cloud-first UC architectures.
Manage CC / CCaaS platforms (e.g., NICE CXone, Genesys, Five9), including integrations with Teams, IVR/ACD design, recording, analytics, and resiliency.
Experience modernizing legacy PBX/AV and contact centers to cloud-based, standardized global platforms, balancing 'run' operations with transformation.
Background in executive-level communication, global partner influence, budget ownership, and vendor/commercial management across carriers, CCaaS providers, and SIs.

Responsibilities

Define and maintain the UC strategy and multi-year roadmap to deliver a cloud-first, Teams-centric operating model spanning telephony, conferencing, and contact center services.
Provide executive leadership and ensure outcomes are achieved through clear governance, sequencing, and partner alignment with delivery oversight for FY26–FY27 transformation.
Ensure continuity, stability, and operational performance across the UC estate, balancing 'run' responsibilities with transformation execution.
Guide global video conferencing lifecycle management, including device lifecycle planning and refresh execution based on site strategy, lifecycle status, and usage.
Manage FY27 investment governance with care for the budget.
Present UC strategy, investment proposals, risks, and delivery status to senior leadership; guide decisions and understanding across Workplace, regional leaders, and partners.
Lead vendor engagement and delivery coordination across UC/CC/AV ecosystems, ensuring contract performance, service outcomes, and delivery dependencies are actively managed.
Ensure UC services are managed with operational governance (e.g., incident/change thoughtfulness, monitoring, and performance management) while modernization is underway.