Infrastructure Manager, IEX
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Job ID: 10119391
Location: San Antonio, Texas, United States / Santa Monica, California, United States
Business: Disney Direct to Consumer
Date posted: May 8, 2025
Job Summary:
DTC offers premium streaming services with Hulu, featuring originals, current season TV, a vast library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service with content from Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team seeks impactful team players to join the Viewer Experience (VX) team, who will embrace Disney and Hulu's legacy, think unconventionally, and contribute to Disney’s DTC experience through strategic effort and dedication.
Role Overview:
The DTC - Viewer Experience (VX) team is seeking an Infrastructure Manager, IEX. As a CCaaS professional, you will manage NICE IEX WFM software, optimize processes for VX Operations, ensure accurate scheduling, forecasting, reporting, and support omnichannel support including voice and digital messaging for Disney+ and Hulu viewers. Your role includes day-to-day support and continuous improvement of IEX WFM.
What You'll Do:
- Manage, configure, and administer the IEX WFM platform, including user profiles and permissions. Develop automation scripts using Python or PowerShell and create APIs.
- Update software regularly to leverage new features, manage release schedules, and communicate updates.
- Handle forecasting and scheduling procedures within the platform.
- Act as the primary liaison with the software vendor for platform maintenance and stability.
- Ensure platform security and compliance with industry standards.
- Support data collection and export tools like ODBC, Salesforce, FTP, and APIs. Develop necessary integrations.
- Generate advanced reports to analyze agent performance, service levels, and adherence.
- Collaborate with Operations and BPO teams to align platform configuration with strategic plans for a centralized contact center.
- Work with contact center managers to optimize automation, enhance agent adherence, and develop automations using Python and PowerShell.
- Provide training to contact center staff on WFM software usage.
What You'll Need:
- Bachelor’s degree or equivalent experience; degrees in CS, IT, Business, or related fields are a plus.
- At least 8 years in contact center operations, workforce management, or software administration.
- Minimum 5 years experience with WFM platforms (preferably IEX WFM) and contact center operations.
- Proficiency with NICE IEX WFM and understanding of NICE CXone and Skills-Based Routing.
- Knowledge of IEX database schema and API integrations, including third-party systems like Salesforce.
- Strong scripting skills in Python and PowerShell for automations and data management.
- Analytical skills to interpret data and trends.
- Effective communication skills with diverse stakeholders.
Nice-To-Haves:
- Experience with Microsoft Office, including Visio.
- Project management skills.
- Knowledge of REST API architecture.
- Familiarity with Lean, Agile, or other methodologies.
Additional Information:
Disney is committed to accessibility. If you need accommodations during the application process, contact Candidate.Accommodations@Disney.com. The company is an equal opportunity employer and values diversity.
The salary range in CA is $99,600 to $133,500 annually, with potential bonuses and benefits based on experience and location.
About Disney Direct to Consumer:
Overseeing Hulu and Disney+, Disney’s DTC team brings world-class storytelling to fans globally.
About The Walt Disney Company:
Disney is a leading entertainment enterprise with operations worldwide, dedicated to creating compelling stories and experiences.
This position is with Hulu, LLC, part of Disney DTC.