Systems Architect

Job Summary

The Solutions Architect for Disney Viewer Experience (VX) is responsible for designing and governing enterprise‑grade architectures that support the Disney+ and Hulu contact centers. In this role you would provide support for both our Assisted Service and Self‑Service teams, specifically focused on Salesforce, NICE systems, Baymax+, Snowflake, Tableau, Sprout Social, and related adjunct platforms. Ensuring these systems operate cohesively within Disney’s broader technology ecosystem.

The architect partners with product, engineering, operations, and business teams to deliver scalable, secure, and highly integrated solutions that elevate customer service, marketing, analytics, and immersive experience capabilities.

• Own the end‑to‑end architecture for NICE CXone, including IVR/Studio flows, routing logic (ACD, skills‑based), CTI, digital channels (chat, email, Whats App), and analytics.
• Establish solution patterns for Salesforce (Service, Experience Cloud) and ensure consistent data and automation models.
• Define architectural guardrails for Baymax+ integrations and enhancements.
• Ensure Snowflake data models align with upstream systems (Salesforce, NICE, Baymax+) and downstream analytics needs.
• Align Sprout Social integrations with engagement, sentiment, and case management workflows.
• Maintain reference architectures for Assisted Service (agent‑assisted) and Self‑Service (automation, IVAs, bots).
• Govern workflow and data integrations across Salesforce, NICE, Baymax+, WFM/QM, ITSM/ticketing, ERP, and knowledge systems.
• Design robust API interaction models with idempotency, retry logic, back‑pressure handling, and event correlation.
• Ensure operational systems emit the right events for SLA/CSAT insights, workforce management, capacity planning, and volume forecasting.
• Work closely with contact center operations, marketing, viewer experience strategists, and digital engagement teams.

• Bachelor's degree or equivalent work experience
• 7+ years of architecture, systems engineering, or hands‑on solution design experience.
• Deep experience architecting and integrating CCaaS, Salesforce and NICE Systems in large‑scale enterprise environments.
• Strong understanding of cloud data platforms (Snowflake) and visualization ecosystems (Tableau).
• Experience with customer service, contact center technology, or customer engagement platforms.
• Strong API, integration, and event‑driven design skills (REST, middleware)
• Ability to communicate architectural vision to executives, business teams, and engineers.

• Bachelors Degree in Computer Science, Engineering, or Information Systems

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