Systems Architect

Systems Architect

Job

Location San Antonio, Texas;
Santa Monica, California;
Glendale, California

Business Disney Direct to Consumer

Date posted Apr. 29, 2026

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+. The Viewer Experience team seeks a Solutions Architect responsible for designing enterprise‑grade architectures supporting Disney+ and Hulu contact centers. The role focuses on Salesforce, NICE systems, Baymax+, Snowflake, Tableau, Sprout Social, and related platforms, ensuring cohesive operation within Disney’s technology ecosystem.

• Own end‑to‑end architecture for NICE CXone: IVR/Studio flows, routing logic, CTI, digital channels, 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 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.
• Collaborate 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.

• Bachelor’s degree in Computer Science, Engineering, or Information Systems.

The hiring range for this position in Santa Monica, Glendale, CA and San Antonio, TX is $ - $ per year. The base pay depends on internal equity and the candidate’s geographical region, job‑related knowledge, skills, and experience. A bonus and/or long‑term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and other benefits.

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Disability accommodations are available for applicants who need reasonable accommodations to search for a job opening or apply for a position. Request accommodations at Candid
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