OmniChannel Engineer at The Walt Disney Company

Santa Monica, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media, StreamingIndustries

Requirements

Bachelor's degree or equivalent experience (undergraduate degree in computer science, information technology, or related discipline preferred)
Expertise as a CCaaS professional with experience managing NICE CXone omnichannel telephony and digital messaging channels
Ability to design, develop, and implement Studio Scripts and contact flows using Snippet for IVR and digital messaging
Skills in administering, configuring, and providing day-to-day support (including break-fix, outages, upgrades, and optimization) for NICE CXone
Capability to gather requirements from stakeholders and configure optimizations for IVR and digital channels during product launches and projects
Proficiency in maintaining documentation of Studio scripts and contact flows
Knowledge to manage NICE product releases, ensure business continuity, and stay educated on new features, improvements, and best practices
Experience partnering with operational leadership as a technical advisor to meet business requirements, operational trends, and legal compliance
Ability to monitor and report on IVR and digital channel performance statistics, recommend, and execute system improvements
Skills in supporting NICE CXone integrations with databases and 3rd party tools like Salesforce, including coding API connections in REST API architecture

Responsibilities

Design, develop, and implement telephony IVR and digital messaging Studio Scripts and contact flows to align with business goals and end-to-end customer support journeys
Provide day-to-day support, break-fix, outage support, upgrades, and optimization of NICE CXone
Gather requirements from Operational and Business stakeholders to optimize IVR and digital channel experiences for product launches and projects, and configure the optimizations
Administer and configure the NICE CXone system for optimal performance, including maintaining documentation of Studio scripts and contact flows
Manage NICE product releases, ensure business continuity, and stay educated on newest product features, improvements, and best practices
Partner with Operational leadership stakeholders as a technical advisor to ensure NICE CXone tools support business requirements, operational data trends, and legal compliance needs
Monitor and report on IVR and digital channel performance statistics to ensure consistent experience for customers and agents, and utilize data to recommend and execute improvements
Support NICE CXone integrations with databases and 3rd party tools such as Salesforce, and code API connections within REST API architecture
Collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, and other partners to strategize, design, and scale IVR and digital channels for product launches and projects

Skills

Key technologies and capabilities for this role

NICE CXoneIVRStudio Scriptscontact flowsCCaaSomnichannel telephonydigital messagingcall flows

Questions & Answers

Common questions about this position

What is the employment type for this OmniChannel Engineer role?

The position is full-time employment.

Is this OmniChannel Engineer position remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the OmniChannel Engineer role?

The role requires expertise in NICE CXone, designing and developing Studio Scripts and contact flows using Snippet, and managing IVR and digital messaging systems.

What is the company culture like for the DTC Viewer Experience team?

The team seeks impactful team-players who thrive on Disney and Hulu's legacy, embrace unconventional thinking, and are passionate about contributing to DTC experiences through strategic hard work.

What makes a strong candidate for the OmniChannel Engineer position?

Strong candidates can build links between operations and technology, meet viewers' needs across multiple channels and global geographies, and collaborate with stakeholders to design scalable IVR and digital channels.