Sr. Manager, Contact Center Technology

DTC (Direct to Consumer) offers premium streaming services through Hulu and Disney+, providing original content, current season TV, movies, and live television. The Viewer Experience (VX) team is seeking a Sr Manager to lead the strategic development and management of the NICE CCaaS technology tooling stack. This role involves leading a team of CCaaS professionals, managing NICE product releases, and implementing Gen AI assisted service technology. The position requires collaboration with multiple teams including Operations, BPO Vendor Management, Program Management, and Engineering Teams. The role focuses on optimizing customer journeys, maintaining tool integrations, and developing long-term product strategy. The ideal candidate should have extensive experience in contact center systems, strong leadership skills, and technical expertise with NICE tools. The position offers competitive compensation ranging from $120,400 to $161,400 per year, plus benefits and potential bonuses. This is a remote position that provides an opportunity to work with industry-leading streaming services while contributing to The Walt Disney Company's Direct-to-Consumer experience.