Systems Architect

Systems Architect

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is 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 hardworking team-players to join the Viewer Experience 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.

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. In this role you would provide support for both our Assisted Service and Self-Service teams, specifically focused on Salesforce, NICE systems, Baymax+, Snowflake, Tableau, Sprout Social, and related adjunct platforms. Ensuring these systems operate cohesively within Disney's broader technology ecosystem.

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 of the Role:

• 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:

• Bachelors Degree in Computer Science, Engineering, or Information Systems

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 to search for a job opening or apply for a position, email View email address on click.appcast.io 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 Santa Monica and Glendale, CA and San Antonio, TX is $141,900.00 - $190,300.00 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.