OmniChannel Engineer

工作 ID 10131043 地點圣莫尼卡, 加利福尼亚州, 美國 / 格倫代爾, 加利福尼亚州, 美國 / 纽约, 纽约州, 美國 / 圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Sep. 15, 2025

申請

工作概要:

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:

Masters Degree

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 Santa Monica and Glendale, CA is $87,100.00 to $116,700.00 per year and in New York is $91,200.00 to $122,200.00 per year and in San Antonio, TX is $82,900.00 to $111,100.00 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.

申請

關於Disney Direct to Consumer:

Disney 的直接消費者團隊負責監督 Disney Entertainment 中的 Hulu 和 Disney+ 串流業務，協助將 The Walt Disney Company 一流的故事講述給世界各地的粉絲和家庭。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC，其所屬的業務部門是 Disney Direct to Consumer。

Hulu, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

遇到技術問題？查看常見問題以尋求協助。