Infrastructure Manager, IEX

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination.

Job Summary:
The DTC - Viewer Experience (VX) team is seeking an Infrastructure Manager, IEX. In this role as a CCaaS professional, you will manage the NICE IEX WFM software and optimize the processes for VX Operations to ensure accurate scheduling, forecasting, reporting, and efficient operations. You will map, administer, and configure IEX WFM to ensure optimized schedule adherence, forecasting, and reporting for omnichannel support, including voice and digital messaging channels supporting Disney+ and Hulu viewers. This includes day-to-day support and strategic application of continuous improvement for IEX WFM.

If you are someone who can build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you!
 
What You'll Do:

• Manage, administer, and configure the IEX WFM software platform used by the contact center. This involves configuring system settings, administering user profiles and access permissions. Code automation scripts using coding languages such as Python or PowerShell. Create necessary APIs.

• Regularly update the software to leverage new features and enhancements. Manage release and maintenance schedules and related communications.

• Manage and maintain the procedures related to forecasting and scheduling within the platform.

• Serve as the primary liaison with the software vendor to ensure the ongoing maintenance and stability of the platform. 

• Ensure that platform adheres to industry standards around security and compliance.

• Support the efficient utilization of data collection and export tools integrated with the IEX WFM software platform, including ODBC, Salesforce, FTP, and other integration methods. Create necessary APIs.

• Support the generation of advanced reports from the WFM platform. These reports provide insights into agent performance, service levels, and adherence.

• Collaborate with the Operations and BPO management teams to align the configuration of the WFM platform with the strategic plan for a centralized contact center control center spanning multiple BPO vendors.

• Collaborate with contact center managers to optimize platform automation enhancing agent adherence and compliance. Code necessary automations using coding languages such as Python and Powershell.

• Provide training for contact center staff on using the WFM software effectively.

 
What You'll Need:

• Bachelor’s degree of equivalent experience. An undergraduate degree in computer science, information technology, business, or related disciplines is a plus.

• 8+ years minimum experience in contact center operations, workforce management, or software administration

• 5+ years minimum experience in using WFM software platforms (IEX WFM is preferred), with understanding of contact center operations

• Experience and proficiency with NICE IEX WFM platform

• Knowledge/Experience with NICE CXone and Skills-Based Routing Design

• Understanding of IEX database schema and design

• Experience with integrations (APIs) including integrations with 3rd-party systems (e.g. CRM/Salesforce, NICE CXone, etc.)

• Proficiency in scripting (e.g., Python, PowerShell) to create automations and manage data imports/exports.

• Analytical Skills: Ability to analyze data, interpret trends, and make data-driven decisions.

• Communication Skills: Effective communication with executives, team members, managers, and other departments.

 
Nice-To-haves:

• Microsoft Office experience (including Visio)

• Project Management 

• Knowledge of REST API architecture 

• Lean, Agile, or other methodologies 

Disability accommodation for employment applications
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 in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world. 

The hiring range for this position in CA is $99,600.00 to $133,500.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. 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/or other benefits, dependent on the level and position offered.