Systems Architect

What you'll do

• Design and govern enterprise-grade architectures for Disney+ and Hulu contact centers.
• Own the end-to-end architecture for NICE CXone, including IVR flows, routing logic, and digital channels.
• Establish solution patterns for Salesforce Service and Experience Cloud to ensure consistent data models.
• Define architectural guardrails for Baymax+ integrations and enhancements.
• Align Snowflake data models with upstream systems and downstream analytics requirements.
• Integrate Sprout Social with engagement, sentiment, and case management workflows.
• Design robust API interaction models featuring idempotency, retry logic, and event correlation.
• Ensure operational systems emit correct events for SLA tracking, workforce management, and capacity planning.

What we're looking for

• 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 like Snowflake and visualization ecosystems like Tableau.
• Experience with customer service, contact center technology, or customer engagement platforms.
• Strong API, integration, and event-driven design skills using REST and middleware.
• Ability to communicate architectural vision to executives, business teams, and engineers.
• Bachelor's Degree in Computer Science, Engineering, or Information Systems (preferred).