Voice Architect

We handle over 10 million voice interactions annually. This role is within the Administration Centre of Excellence and collaborates closely with CRM, messaging, and AI voice/chat teams. The position focuses on designing and optimizing advanced telephony solutions and ensuring seamless call flow routing across the money transfer segment.

• Proven experience in telephony architecture and call flow design.
• Strong knowledge of enterprise voice platforms and system integrations.
• Analytical mindset with strong problem-solving skills.
• Excellent communication skills in a global environment.
• Experience with Agile/Scrum is a plus.

Nice to have:

• Average Handling Time (AHT) knowledge.

Architecture & Implementation:

• Design and maintain telephony architecture and call routing strategies.
• Ensure scalability, reliability, and regulatory compliance.
• Integrate voice solutions with CRM systems and AI-driven platforms.

Optimization & Data-Driven Improvements:

• Design call flows with end-to-end interaction tagging.
• Analyze performance metrics (drop-offs, AHT, bottlenecks) and implement improvements.
• Enhance self-service, IVR, and automation to improve containment and customer satisfaction.

Collaboration & Governance:

• Partner with the Product Owner and cross-functional teams.
• Provide guidance on SIP, IVR, and cloud-based voice technologies.
• Manage vendor relationships and monitor KPIs.