ABOUT THE ROLE
We handle over 10 million voice interactions annually. We are looking for an experienced Voice Architect to elevate our voice channel within an evolving AI and omnichannel environment.
This role sits within the Administration Centre of Excellence and collaborates closely with CRM, messaging, and AI voice/chat teams. You will be responsible for designing and optimizing advanced telephony solutions and ensuring seamless call flow routing across the money transfer segment.
KEY RESPONSIBILITIES
Architecture & Implementation
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Design and maintain telephony architecture and call routing strategies.
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Ensure scalability, reliability, and regulatory compliance.
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Integrate voice solutions with CRM systems and AI-driven platforms.
Optimization & Data-Driven Improvements
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Design call flows with end-to-end interaction tagging.
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Analyze performance metrics (drop-offs, AHT, bottlenecks) and implement improvements.
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Enhance self-service, IVR, and automation to improve containment and customer satisfaction.
Collaboration & Governance
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Partner with the Product Owner and cross-functional teams.
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Provide guidance on SIP, IVR, and cloud-based voice technologies.
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Manage vendor relationships and monitor KPIs.
REQUIREMENTS
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Proven experience in telephony architecture and call flow design.
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Strong knowledge of enterprise voice platforms and system integrations.
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Analytical mindset with strong problem-solving skills.
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Excellent communication skills in a global environment.
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Experience with Agile/Scrum is a plus.
SUCCESS METRICS
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Accurate and efficient call routing.
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Full interaction tagging and actionable insights.
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Reduced drop-off rates and Average Handling Time (AHT).
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Increased adoption of automated voice solutions.