Omnichannel Engineer
Description For Omnichannel Engineer
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.
The DTC - Viewer Experience (VX) team is seeking an Omnichannel Engineer to manage the NICE CXone omnichannel telephony and digital messaging channels for global support. In this role, 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.
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. The role involves ensuring business continuity, optimizing customer journeys, and maintaining system documentation.
Key responsibilities include:
- Designing and implementing telephony IVR and digital messaging systems
- Supporting day-to-day operations and troubleshooting
- Gathering requirements and optimizing customer experience
- Managing system configurations and product releases
- Monitoring performance metrics and recommending improvements
- Supporting integrations with third-party tools and databases
Required qualifications:
- Bachelor's degree or equivalent experience
- 5+ years in IVR and digital messaging systems
- 2+ years with NICE CCaaS tools
- Strong technical background in telecommunications
- Experience with API integration and database management
- Excellent problem-solving and communication skills
The position offers competitive compensation ($87,100-$116,700) plus bonus potential and comprehensive benefits. Join a team that's shaping the future of streaming entertainment at one of the world's most recognized media companies.
Responsibilities For Omnichannel Engineer
- Design, develop, and implement telephony IVR and digital messaging Studio Scripts
- Ensure day-to-day support, break-fix & outage support for NICE CXone
- Gather requirements from stakeholders to optimize IVR and digital channel experience
- Administer and configure the NICE CXone system
- Manage NICE product releases and stay updated on new features
- Monitor and report on IVR and digital channel performance statistics
- Support NICE CXone integrations with databases and 3rd party tools
Requirements For Omnichannel Engineer
- Bachelor's degree or equivalent experience
- 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
- Experience in database integration and API integration
- Knowledge of telephony protocols and standards
- Strong communication and problem-solving skills
Benefits For Omnichannel Engineer
- Full range of medical benefits
- Bonus potential
- Long-term incentive units
Jobs Related To Disney Omnichannel Engineer
