Systems Architect
Core
Design and govern enterprise-grade architectures for Disney+ and Hulu contact centers, ensuring cohesive operation of customer service, marketing, and analytics systems.
Role type
Senior Systems Architect (Contact Center & Customer Experience)
Builds
Scalable, secure, and highly integrated solutions for Assisted Service and Self-Service teams
Domain
Streaming media, Customer Experience (CX), Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Enterprise architecture design, CCaaS integration, Salesforce architecture, NICE systems integration, Cloud data platforms, Event-driven design, API design, Data modeling, Workflow governance, Stakeholder communication
Preferred skills
Computer Science degree, Large-scale enterprise environment experience
Technologies
Salesforce, NICE CXone, Baymax+, Snowflake, Tableau, Sprout Social, IVR/Studio, ACD, CTI, REST, Middleware
Responsibilities
Own end-to-end architecture for NICE CXone including IVR, routing logic, and digital channels; Establish solution patterns for Salesforce Service and Experience Cloud; Define architectural guardrails for Baymax+ integrations; Ensure Snowflake data models align with upstream and downstream systems; Align Sprout Social integrations with engagement workflows; Maintain reference architectures for Assisted and Self-Service; Govern workflow and data integrations across multiple enterprise systems; Design robust API interaction models with idempotency and retry logic; Ensure operational systems emit events for SLA/CSAT insights and capacity planning.
Seniority
Senior, hands-on IC
