Senior Manager, Contact Center Technology

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. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The DTC - Viewer Experience (VX) team is seeking a Sr Manager, Contact Center Technology to lead the strategic development and management of the NICE CCaaS technology tooling stack. This role will also explore and implement Gen AI assisted service technology offerings.

In this role you will lead a team of CCaaS professionals to achieve impactful and strategic product support goals in service of our viewers for Disney+ and Hulu. This will include day-to-day support of NICE tools, developing optimized end-to-end customer journeys, ensuring alignment of all NICE tools, creating and maintaining 3rd party tool integrations, and advocating for the long term NICE tooling product strategy. You will manage NICE product releases, and you will act as a technical advisor for the NICE tooling stack. You will provide vendor management for our NICE suite of products, including NICE CXone Omnichannel (including telephony and live chat), and NICE IEX. 

You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, the Hulu and Disney+ Product & Engineering Teams, Legal, Finance, and other key partners to strategize, design, and scale product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. 

If you are someone who can think strategically, build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you!
 

Responsibilities and Duties of the Role:

• Provide strategic vision, leadership, and a prioritized roadmap for the development, integration, and management of NICE CCaaS tools, ensuring optimized customer end-to-end journeys in partnership with Self-Service. This includes support for the NICE CXone Omnichannel & NICE IEX tools.
• Ensure day-to-day support, break-fix & outage support, upgrades, and optimization of NICE CXone and NICE IEX tools, including cross functional support partnership with stakeholders for product launches.
• Manage NICE product releases, while ensuring business continuity.
• Ensure optimal administration and configuration of the NICE systems by your CCaaS team, while acting as their technical advisor, but also performing administration and configuration work as necessary, coding with Studio Scripting Snippets, and coding for API connections within REST architecture.
• Partner with Operational leadership stakeholders as a technical advisor to ensure the NICE tools support business goals, operational data trends, and meet legal compliance needs. 
• Explore and implement effective, new Assisted Service tools, including Gen AI.
• Lead, manage and develop a team of CCaaS professionals to achieve our strategic vision, tactical support, and career development. This includes leadership for design, optimization, and operation of the NICE tool suite.
• Engage in commercial vendor management for the NICE tool suite, and other assorted Assisted Service tools, ensuring cost efficiency and optimal contract terms in partnership with Sourcing, Legal, and Finance.

Required Education, Experience/Skills/Training:

• Bachelor's degree or equivalent experience. An undergraduate degree in computer science, engineering, or related disciplines is a plus.
• 8+ years experience managing, integrating, or implementing contact center systems. 
• 5+ years experience in people leadership, including promoting professional development, personal accountability, innovation, professional curiosity, communications, and self-motivation.
• 2+ years experience with supporting NICE CCaaS tools.
• Experience with related coding languages such as Studio Scripting Snippets and coding APIs within REST architecture 
• Experience collaborating with stakeholders to drive the support structure for contact center software tools
• Ability to develop and lead a strategic vision, influence, and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes
• Ability to rigorously prioritize based on analysis of operational data trends, business priorities, and legal compliance while articulating your product roadmap across business teams and geographies
• Strong skills in communicating information to stakeholders across organizational levels, up to and including senior executive leadership - both written and verbal
• Experience in influencing software tools vendors, including experience with contracts
• Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts
• Ability to travel within the US and globally, and flex to the needs of the business
   

Nice to Haves:

• Experience exploring and implementing Gen AI tools
• Scrum and/or Agile certification
• Experience coding with Javascript and/or Python
• Experience working with international Business Process Outsourcers
• Experience negotiating contracts and pricing. 
• Experience with vendor billing

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 Candidate.Accommodations@Disney.com 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.