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鈥慺irst, Teams鈥慶entric 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鈥慶ritical 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鈥憃f鈥憀ife 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鈥憏ear roadmap to deliver a cloud鈥慺irst, Teams鈥慶entric operating model spanning telephony, conferencing, and contact center services.
- Lead FY26鈥揊Y27 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.
What your background is
- Senior leadership experience managing Unified Communications and Contact Center strategy, program delivery, and day鈥憈o鈥慸ay 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鈥憇cale deployments and cross鈥憆egional execution.
- Lead contact center technology evolution (e.g., NICE鈥憀ike 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鈥憇tyle 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.