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.

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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.

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REQUIREMENTS

• 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.

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SUCCESS METRICS

• Accurate and efficient call routing.

• Full interaction tagging and actionable insights.

• Reduced drop-off rates and Average Handling Time (AHT).

• Increased adoption of automated voice solutions.

Why apply for an Antal job offer?

When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.

About Antal

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.

Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.

Discover our latest job openings: https://en.antal.pl/candidates
Follow us on LinkedIn: https://www.linkedin.com/company/antalpoland