Job Posting: Infrastructure Manager, IEX

Position Overview

• Job Posting Title: Infrastructure Manager, IEX
• Req ID: 10119391
• Employment Type: Full Time
• Location Type: Not Specified

Company Information

• Company: The Walt Disney Company
• Team: Viewer Experience (VX)
• Focus: Direct-to-Consumer (DTC) streaming services (Hulu, Disney+)

Job Summary

The DTC - Viewer Experience (VX) team is seeking an Infrastructure Manager, IEX. As a CCaaS professional, you will manage the NICE IEX WFM software and optimize processes for VX Operations to ensure accurate scheduling, forecasting, reporting, and efficient operations. Your responsibilities will include mapping, administering, and configuring IEX WFM to optimize schedule adherence, forecasting, and reporting for omnichannel support, encompassing voice and digital messaging channels for Disney+ and Hulu viewers. This role involves day-to-day support and strategic application of continuous improvement for IEX WFM. If you can bridge the gap between operations and technology and meet viewer needs across multiple channels, global geographies, and contact offerings, this is an excellent role for you.

What You’ll Do

• Platform Management: Manage, administer, and configure the IEX WFM software platform used by the contact center. This includes configuring system settings, administering user profiles, and managing access permissions.
• Automation & Integration:
  • Code automation scripts using languages such as Python or PowerShell.
  • Create necessary APIs.
  • Support the efficient utilization of data collection and export tools integrated with the IEX WFM software platform, including ODBC, Salesforce, FTP, and other integration methods.
• Software Updates: Regularly update the software to leverage new features and enhancements.
• Forecasting & Scheduling: Manage and maintain the procedures related to forecasting and scheduling within the platform.
• Vendor Liaison: Serve as the primary liaison with the software vendor to ensure the ongoing maintenance and stability of the platform.
• Security & Compliance: Ensure that the platform adheres to industry standards around security and compliance.
• Reporting: Support the generation of advanced reports from the WFM platform, providing insights into agent performance, service levels, and adherence.
• Collaboration: Collaborate with Operations and BPO management teams to align the configuration of the WFM platform with the strategic plan for a centralized contact center control center.

Requirements

• [Not Specified]

Application Instructions

• [Not Specified]