CX Voice Architect

Description

As a business segment of Euronet Worldwide, Inc. (NASDAQ: 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. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

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.

This role is responsible for designing and implementing advanced telephony solutions, ensuring seamless call flow routing across all departments and service intents within the Money Transfer segment at Euronet.

Roles & Responsibilities

Design & Architecture

• Develop 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.

Implementation & Optimisation

• End-to-End Call Flow Execution: Collaborate with cross-functional teams to implement voice solutions that integrate seamlessly with supporting systems and AI-driven platforms.
• 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.
  • Use insights to drive continuous improvements in routing logic, reduce friction, and enhance resolution speed.
• Self-Service Adoption:
  • 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.
• Continuous Optimisation:
  • Implement feedback loops and reporting dashboards to monitor call flow efficiency and customer outcomes.
  • Proactively recommend enhancements based on trends, predictive analytics, and business objectives.

Collaboration & Governance

• 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.

Technical Leadership

• Provide guidance on best practices for telephony systems, including SIP, IVR, and cloud-based voice technologies.
• Stay updated on emerging trends in voice technology and recommend innovative solutions.

Vendor / Partner Management

• Partner Relationship Management: Establish and maintain strong relationships with vendors / partners, ensuring clear communication and alignment with product goals and timelines.
• Performance Monitoring and Evaluation: Regularly assess vendor performance against agreed-upon metrics and KPIs, addressing any issues and implementing improvements as needed.

Position Requirements

• You’re passionate about creating great product and user experiences.
• Proven experience in telephony architecture and call flow design.
• A strong understanding & familiarity with enterprise-grade voice platforms and integration methodologies with supporting systems.
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration skills in a global team environment.
• Experience with Agile/Scrum methodologies is a plus

MEASURES OF SUCCESS

• Operational Efficiency: Percentage of call flows implemented without error or misroutes.
• Tagging Coverage: Percentage of calls successfully tagged throughout the journey for analytics.
• Insight Utilisation: Number of actionable insights derived from call data that leads to measurable improvements.
• Drop-off reduction: Decrease in call abandonment or IVR exit rates after optimisation.
• Automation Uptake: Growth in usage of automated voice solutions for common service intents.
• Average Handling Time (AHT): Reduction in AHT through better routing and self-service options.
• Cross-functional alignment: Successful integration of voice architecture with supporting systems and AI platforms (measured by project milestones)

Perks & Benefits

• Language courses
• Udemy e-learning platform
• Medical care package for the employee and family with the ‘Freedom of Treatment’ service
• Life insurance on preferential terms
• Multisport card
• Integration activities – ping pong in the office, board games, volunteer projects
• Employee referral scheme

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.

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