Systems Architect

Job Title: Systems Architect (Req ID: 10148926) – Disney Direct to Consumer (DTC) Overview Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service offering originals, current season TV, a massive library of hit series and movies, live television, and Disney+, the Disney‑branded streaming service featuring an extensive collection from Disney, Star Wars, Marvel, Pixar, and NatGeo. The DTC team is seeking hardworking team‑players to join the Viewer Experience team, who will thrive on the legacy of Disney and Hulu, embrace unconventional thinking, and contribute to The Walt Disney Company’s direct‑to‑consumer experience through strategic work and determination. 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. The role provides support for both Assisted Service and Self‑Service teams, specifically focused on Salesforce, NICE systems, Baymax+, Snowflake, Tableau, Sprout Social, and related adjunct platforms. 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. Responsibilities and Duties Own the end‑to‑end architecture for NICE CXone, including IVR/Studio flows, routing logic (ACD, skills‑based), CTI, digital channels (chat, email, WhatsApp), 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. Required Experience 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. Preferred Qualifications Bachelor’s Degree in Computer Science, Engineering, or Information Systems. Compensation The hiring range for this position in SantaMonica and Glendale, CA and SanAntonio, TX is $141,900.00 – $190,300.00 per year. The base pay offered will account for internal equity and may vary by geographic region and candidate qualifications. 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, dependent on the level and position offered. EEO Statement 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 need a reasonable accommodation to search for a job opening or apply for a position, please email View email address on click.appcast.io. 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. #J-18808-Ljbffr