Systems Architect

Job Posting Title:

Req ID:

Job Description:

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 Companys direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The Solutions Architect for Disney Viewer Experience (VX) is responsible for designing and governing enterprisegrade architectures that support the Disney and Hulu contact 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 Disneys 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 endtoend architecture for NICE CXone including IVR/Studio flows routing logic (ACD skillsbased) 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 (agentassisted) and SelfService (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 backpressure 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:

• Bachelors 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 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.

Job Posting Segment:

Job Posting Primary Business:

Primary Job Posting Category:

Employment Type:

Primary City State Region Postal Code:

Alternate City State Region Postal Code:

Date Posted: