Monitoring Architect

EEFT), we deliver innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. Our voice channel supports over 10 million customer interactions a year. With developments in AI and omnichannel customer experiences we're looking to take our Voice channel experience to the next level with the support of an experienced, highly motivated Voice Architect.The Voice Architect will be a key member of our Administration Centre of Excellence team, working alongside architects and administrators who support CRM platforms, service messaging, and voice/chat AI solutions.

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Design & ArchitectureDevelop and maintain telephony architecture, including call flow routing strategies for multiple service intents and departments.Ensure scalability, reliability, and compliance with global standards and local regulations.Data-Driven Experience Improvement:Design call flows with embedded tagging throughout the customer journey to capture granular interaction data.Analyse call performance metrics to identify pain points, drop-offs, and bottlenecks impacting customer experience.Leverage data analysis to pinpoint opportunities for automation and self-service enablement.Optimise IVR and AI-driven voice/chat solutions to increase containment rates and improve customer satisfaction.Work closely with the Voice Product Owner to align telephony architecture with business objectives.Partner with Service Architects, messaging architects, and AI administrators to ensure cohesive omnichannel service delivery.Provide guidance on best practices for telephony systems, including SIP, IVR, and cloud-based voice technologies.Performance Monitoring and Evaluation: Regularly assess vendor performance against agreed-upon metrics and KPIs, addressing any issues and implementing improvements as needed.

You're passionate about creating great product and user experiences.Proven experience in telephony architecture and call flow design.Excellent communication and collaboration skills in a global team environment. xugodme Experience with Agile/Scrum methodologies is a plus

Number of actionable insights derived from call data that leads to measurable improvements.Successful integration of voice architecture with supporting systems and AI platforms (measured by project milestones)

Hybrid Work ScheduleCheck out our website to learn more about the company at:

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job.