Omnichannel Engineer

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 Omnichannel Engineer. In this role as a CCaaS professional, you will manage the NICE CXone omnichannel telephony and digital messaging channels for global support. You will design, develop, and implement Studio Scripts and contact flows to achieve impactful and strategic omnichannel customer support with cutting-edge Interactive Voice Response (IVR) and digital messaging systems for seamless and intuitive call flows and digital messaging flows in service of our viewers for Disney+ and Hulu. This will include day-to-day support for NICE CXone administration, IVR support, digital messaging support, developing optimized end-to-end customer journeys, and engineering and documenting the IVR and digital messaging system scripts and contact flows to ensure business continuity. You will ensure the latest NICE CXone product updates and releases are understood and implemented as required.

You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, and other key partners to strategize, design, and scale the IVR and digital channels for product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. 
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:

• Design, develop, and implement telephony IVR and digital messaging Studio Scripts and contact flows to ensure the systems align to achieve business goals and strategies for end-to-end customer support journeys. You will code Studio Scripts with Snippet.

• Ensure day-to-day support, break-fix & outage support, upgrades, and optimization of NICE CXone.

• Gather requirements from Operational and Business stakeholders to optimize the IVR and digital channel experience for support during product launches and other projects, and configure the optimizations based on the requirements.

• Administer and configure the NICE CXone system for optimal performance, including maintaining documentation of Studio scripts and contact flows.

• Manage NICE product releases, while ensuring business continuity, and engage in staying educated on the newest product features, improvements, and best practices.

• Partner with Operational leadership stakeholders as a technical advisor to ensure the NICE CXone tools support business requirements, operational data trends, and meet legal compliance needs. 

• Monitor and report on IVR and digital channel performance statistics to ensure a consistent experience for customers and agents, and utilize the data to recommend and execute on system improvements.

• Support NICE CXone integrations with databases and 3rd party tools such as Salesforce, and code API connections within REST API architecture.

What You'll Need:

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

• 5+ years minimum experience in IVR and digital messaging system design, development, and implementation.

• 2+ years minimum experience with supporting NICE CCaaS tools.

• Strong background in telecommunications systems, VoIP, and SIP technologies

• Proficiency in IVR and digital messaging studio scripting languages, especially Studio Script Snippets

• Experience in database integration, and familiarity with web services and API integration, especially experience with REST

• Knowledge of telephony protocols and standards

• Experience collaborating with stakeholders to drive the support structure for contact center software tools

• Strong skills in communicating information to stakeholders across organizational levels, including explaining technical concepts to non-technical stakeholders

• Excellent problem-solving and analytical skills

 
Nice-To-Haves:

• IVR and digital messaging platform certification

• Experience coding with Javascript and/or Python

• Scrum and/or Agile certification

• Experience with Intelligent Virtual Assistant (IVA) design and implementation

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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

 

The hiring range for this position in CA is $87,100.00 to $116,700.00 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.