Voice Architect

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

• 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.