OmniChannel Engineer
Job Description
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 be responsible for:
- Designing and implementing telephony IVR and digital messaging Studio Scripts
- Supporting NICE CXone system administration and configuration
- Gathering requirements from stakeholders to optimize customer experience
- Managing product releases and system integrations
- Monitoring performance metrics and recommending improvements
Required qualifications:
- Bachelor's degree or equivalent experience in computer science or related field
- 5+ years experience in IVR and digital messaging system design
- 2+ years experience with NICE CCaaS tools
- Strong background in telecommunications and VoIP
- Experience with API integration and database systems
- Excellent problem-solving and communication skills
The role offers competitive compensation ranging from $82,900 to $122,200 depending on location, plus bonus opportunities, long-term incentives, and comprehensive benefits. Join our team to help shape the future of Disney's direct-to-consumer streaming experience through innovative technical solutions.
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 for optimal performance
- Manage NICE product releases while ensuring business continuity
- 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 in computer science, information technology, or related disciplines
- 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, especially REST
- Knowledge of telephony protocols and standards
- Strong communication and problem-solving skills
Benefits For OmniChannel Engineer
- Bonus opportunities
- Long-term incentive units
- Medical benefits
- Financial benefits
