Systems Architect

The Walt Disney Company

Solutions Architect designing and governing enterprise-grade architectures for Disney+ and Hulu contact centers. Collaborating with teams to deliver scalable and secure solutions in customer engagement.

Posted 4/30/2026full-timeSan Antonio • California, Texas • 🇺🇸 United StatesSeniorLead💰 $141,900 - $190,300 per yearWebsite

Tech Stack

Tools & technologies

CloudERPITSMTableau

About the role

Key responsibilities & impact

Own the end‑to‑end architecture for NICE CXone, including IVR/Studio flows, routing logic (ACD, skills‑based), 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 (agent‑assisted) and Self‑Service (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, back‑pressure 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.

Requirements

What you’ll need

Bachelor's 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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

architecturesystems engineeringsolution designAPI designintegrationevent-driven designdata modelingautomationCTIanalytics

Soft Skills

communicationcollaborationleadershipproblem-solvingstrategic thinking

Certifications

Bachelor's degree