Sr. Manager, Contact Center Technology

Disney Direct to Consumer (DTC) is at the forefront of streaming entertainment, managing both Hulu and Disney+ platforms. The Viewer Experience (VX) team is seeking a Senior Manager of Contact Center Technology to spearhead the development and management of their NICE CCaaS technology stack.

This role combines strategic leadership with hands-on technical expertise, requiring the successful candidate to lead a team of CCaaS professionals while implementing cutting-edge solutions including Gen AI assisted service technology. The position involves managing the NICE CXone Omnichannel and IEX tools, ensuring optimal customer service delivery across multiple channels and global geographies.

The role demands a unique blend of technical acumen and leadership skills, with responsibilities ranging from day-to-day system support to strategic planning and vendor management. The ideal candidate will have extensive experience in contact center systems, proven leadership capabilities, and technical expertise in relevant coding languages and REST architecture.

Working remotely, you'll collaborate with various teams including Operations, BPO Vendor Management, Program Management, and Engineering to deliver seamless viewer experiences. The position offers competitive compensation ranging from $120,400 to $161,400 annually, plus comprehensive benefits including medical insurance, 401k, and equity opportunities.

This is an excellent opportunity for a technical leader who can bridge operations and technology, implementing innovative solutions while managing a high-performing team. The role requires someone who can think strategically, influence across organizational levels, and drive technological advancement in customer service delivery.

Join a company known for world-class storytelling and entertainment, where your work will directly impact millions of viewers' experiences across Disney+ and Hulu platforms. This position offers the chance to work with cutting-edge technology while being part of Disney's legacy of creating unparalleled entertainment experiences.