DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company's Direct-to-Consumer (DTC) experience through strategic hard work and determination. The DTC - Viewer Experience (VX) team is seeking an Omnichannel Engineer. In this role as a CCaaS professional, you will manage the NICE CXone omnichannel telephony and digital messaging channels for global support. You will design, develop, and implement Studio Scripts and contact flows to achieve impactful and strategic omnichannel customer support with cutting-edge Interactive Voice Response (IVR) and digital messaging systems for seamless and intuitive call flows and digital messaging flows in service of our viewers for Disney+ and Hulu. This will include day-to-day support for NICE CXone administration, IVR support, digital messaging support, developing optimized end-to-end customer journeys, and engineering and documenting the IVR and digital messaging system scripts and contact flows to ensure business continuity. You will ensure the latest NICE CXone product updates and releases are understood and implemented as required. You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, and other key partners to strategize, design, and scale the IVR and digital channels for product launches and projects ensuring Viewer Experience's growing workforce has the tools and resources to be efficient and effective. If you are someone who can build a link between operations and technology, and meet our viewers' needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you!