About this role
Lead and deliver Disney Experiences Technology's Contact Center platforms, partnering with multiple parks and groups to ensure a scalable, guest-centric experience. Own architectural direction while contributing hands-on and coordinating with vendors across time zones.
Key Responsibilities
- Own the technical execution and delivery of the Contact Center roadmap
- Collaborate with Product and Business leadership to refine the roadmap
- Lead Salesforce Service Cloud and Data Cloud integration
- Develop GenAI strategies and rollout AI-driven capabilities
- Manage, mentor, and advocate for engineers
Technical Overview
Stack includes Salesforce Service Cloud and Data Cloud integrations, Java/JavaScript/Node.js front-end and back-end work, and cloud platforms (AWS/Azure/GCP). Follows Agile (Scrum/Kanban) with TDD.
Ideal Candidate
The ideal candidate is an engineering leader with 8+ years of software experience and 3+ years in people leadership, deep Salesforce integration know-how (Salesforce Service Cloud and Data Cloud), and strong cloud (AWS/Azure/GCP) and GenAI experience who can mentor a distributed team and drive the contact center roadmap.
Must-Have Skills
8+ years of experience in software engineeringwith 3+ years in a formal leadership or management role.Data Integration: Proven track record of implementing integrations between Salesforce Service Cloud and Data Cloud (or similar CDP) to drive personalized Guest experiences.Local Presence: Onsite in OrlandoFL.Technical Breadth: JavaJavaScriptNode.jsHTML/CSSAngularReactNext.js; Public cloud experience (AWSAzureGCP).Agile Mastery: Deep experience leading teams through complex deliveries using Scrum/Kanban and TDD.
Nice-to-Have Skills
Salesforce Expertise: experience managing and delivering within Salesforce Service Cloudwriting Apex codecustomer triggersflowsetc.AI/ML Implementation: Familiarity with implementing GenAI features (LLMsautomated transcriptionor intelligent routing) in a live environment.AI development tools like Claude CodeCursorCodex.Multi-Site Operations: Experience spanning multiple distinct business units or geographical resorts.
Tools & Platforms
Salesforce Service CloudData CloudSalesforceAmazon Web ServicesMicrosoft AzureGoogle Cloud PlatformApex
Required Skills
8+ years of software engineering3+ years leadership; Salesforce Service Cloud; Data Cloud; Apex; Java; JavaScript; Node.js; HTML/CSS; Angular; React; Next.js; AWS; Azure; Google Cloud Platform; Scrum; Kanban; Test Driven Development
Hard Skills
JavaJavaScriptNode.jsHTML/CSSAngularReactNext.jsApexSalesforce Service CloudData CloudAmazon Web ServicesMicrosoft AzureGoogle Cloud PlatformScrumKanbanTest Driven Development
Soft Skills
LeadershipMentoringStrong communicationTeam collaborationProblem-solvingBias for actionStakeholder managementOrganizational skills
Keywords for Your Resume
manager - software engineeringsoftware engineeringsalesforce service clouddata cloudapexjavajavascriptnode.jshtml/cssangularreactnext.jsamazon web servicesmicrosoft azuregoogle cloud platformscrumkanbantest driven developmentleadershipgenaion-siteorlando
Deal Breakers
Not willing to work onsite in Orlando, Less than 8 years of software engineering experience or less than 3 years in leadership, No Salesforce Service Cloud or Data Cloud experience, No public cloud experience (AWS/Azure/GCP)
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