Architecture Enterprise Senior Director

Experian

1d•Remote

About The Position

You will lead Experian's Unified Communications (UC) function as we modernize global voice, video, and contact center services toward a cloud‑first, Teams‑centric model. You will guide the strategies and investment needed to achieve our goals of telephony modernization, contact center evolution, and global standardization to improve resiliency, user experience, and cost efficiency. You will own a broad, business‑critical UC estate that includes 400+ video conferencing units, 400 NICE contact center agents, 220 Teams auto attendant groups, and ~90 Global Webcast events per year, ensuring reliable "run" operations while executing major transformation work. You will lead the global video conferencing device strategy and refresh planning, using lifecycle status, room usage, and site strategy to prioritize replacements and maintain service quality. This includes steering an FY27 refresh plan in consideration of the allocated budget, establishing quarterly prioritization, and managing end‑of‑life risk as devices decommission and enter restricted states. You will report to the VP Global Digital Workplace Architecture.

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.
Lead 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.
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

Lead Experian's Unified Communications (UC) function as we modernize global voice, video, and contact center services toward a cloud‑first, Teams‑centric model.
Guide the strategies and investment needed to achieve our goals of telephony modernization, contact center evolution, and global standardization to improve resiliency, user experience, and cost efficiency.
Own a broad, business‑critical UC estate that includes 400+ video conferencing units, 400 NICE contact center agents, 220 Teams auto attendant groups, and ~90 Global Webcast events per year, ensuring reliable "run" operations while executing major transformation work.
Lead the global video conferencing device strategy and refresh planning, using lifecycle status, room usage, and site strategy to prioritize replacements and maintain service quality.
Steer an FY27 refresh plan in consideration of the allocated budget, establishing quarterly prioritization, and managing end‑of‑life risk as devices decommission and enter restricted states.
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.
Ensure continuity, stability, and operational performance across the UC estate balancing "run" responsibilities with transformation execution.
Lead device lifecycle planning and refresh execution for global video conferencing, which involves using site strategy (grow/maintain/retire), 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.