Systems Architect

Disney Direct to Consumer (DTC) brings premium streaming services such as Hulu and Disney+, offering a vast library of originals, current season TV, hit series, movies, and live television. The DTC team seeks dedicated team-players to join the Viewer Experience team and contribute to The Walt Disney Company’s direct‑to‑consumer experience through innovative thinking and strategic focus.

The Solutions Architect for Disney Viewer Experience (VX) designs and governs enterprise‑grade architectures that support the Disney+ and Hulu contact centers. In this role, the architect provides expertise for both Assisted Service and Self‑Service teams, focusing on Salesforce, NICE systems, Baymax+, Snowflake, Tableau, Sprout Social, and related adjunct platforms to ensure cohesive operation within Disney’s technology ecosystem.

• 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.

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

The hiring range for this position in Santa Monica and Glendale, CA and San Antonio, TX is $ – $ per year. The base pay offered will take into account internal equity and may vary based on the candidate’s geographic region, job‑related knowledge, skills, and experience. A bonus and/or long‑term incentive units may be provided as part of the compensation package, along with a full range of medical, financial, and other benefits.

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email Candid for assistance. This email address is not for general employment inquiries or correspondence.

The Walt Disney Company is an equal opportunity employer.