Architecture Enterprise Senior Director at Experian

You're a senior IT leader with deep expertise in enterprise Unified Communications (UC) and Contact Center (CC) strategy and large-scale cloud modernization. A

Work type: remote

Location: Heredia

Type: Full-time

Summary

You're a senior IT leader with deep expertise in enterprise Unified Communications (UC) and Contact Center (CC) strategy and large-scale cloud modernization. A Bachelor's degree in IT, Computer Science, Telecommunications, or equivalent experience is required, alongside 10-15 years in enterprise IT/telecom with 5-10 years leading UC/voice at scale. **What makes it worth a look...** This fully remote Architecture Enterprise Senior Director role at Experian focuses on modernizing global voice, video, and contact center services towards a cloud-first, Teams-centric model. You'll lead transformation initiatives and oversee operational reliability for a critical UC estate. **You might be a good fit if you...** * Have led UC/CC strategy, program delivery, and operations in an enterprise setting. * Possess deep leadership experience across Microsoft Teams (Phone, Rooms), enterprise telephony, SIP/SBCs, and cloud-first UC architectures. * Can manage CC/CCaaS platforms like NICE CXone, Genesys, or Five9, including integrations. * Have a track record of presenting strategy, investment proposals, and risks to senior leadership.

Job Description

## Job Description
What you'll do

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.

Summary of Primary Responsibilities

• Set UC strategy: 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.


• Lead FY26–FY27 transformation delivery: Provide executive leadership and ensure outcomes are achieved through clear governance, sequencing, and partner alignment with delivery oversight.


• Oversee operational reliability for a critical estate: Ensure continuity, stability, and operational performance across the UC estate balancing "run" responsibilities with transformation execution.


• Guide global video conferencing lifecycle management. This includes leading device lifecycle planning and refresh execution, which involves using site strategy (grow/maintain/retire), lifecycle status, and usage. Additionally, manage FY27 investment governance with care for the budget.


• Manage executive communications and senior partner engagement: Present UC strategy, investment proposals, risks, and delivery status to senior leadership; guide decisions and understanding across Workplace, regional leaders, and partners.


• Vendor and partner management: Lead vendor engagement and delivery coordination across UC/CC/AV ecosystems, ensuring contract performance, service outcomes, and delivery dependencies are actively managed.


• Governance, risk, and operational discipline: Ensure UC services are managed with operational governance (e.g., incident/change thoughtfulness, monitoring, and performance management) while modernization is underway.

• Senior leadership experience managing Unified Communications and Contact Center strategy, program delivery, and day‑to‑day operations in an enterprise environment (a standard expectation for Senior Director UC/CC leaders).


• 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.


• 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), consistent with market expectations for this level.

• 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 odernizing 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.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning. It has received recognition as one of the World's Best Workplaces™ 2024 (Fortune Top 25). Additionally, it is a Great Place To Work™ in 24 countries. Furthermore, it is one of Glassdoor Best Places to Work 2024, to name a few. Check out Experian Life on social or our Careers Site to understand why.

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