At Disney Experiences Technology (DXT), we believe the heart of our Guest experience starts with a conversation. We are looking for a Manager, Software Engineering to lead the delivery and ongoing sustainment of our Contact Center platforms across Disneyland Resort (DLR), Walt Disney World (WDW), and Disney Vacation Club (DVC).

Based on-site in Orlando, you will be the cultural and technical anchor for a high-performing engineering team.

This role requires a unique blend of technical depth and organizational skill. You are a technologist who relishes hands-on contribution, and a leader who builds high-trust environments and shows the way for your team. You will be a key partner in shaping our technical architecture and own the implementation of that vision, driving results with a relentless bias toward action. You’ll collaborate with architects to set the technical design and direct the work of Cast and contractors across multiple time zones and vendors to ensure quality, delivery, and operational excellence. All the while also contributing hands-on in the platform.

Key Responsibilities

• Strategic Implementation: Own the technical execution and delivery of the Contact Center roadmap, ensuring new capabilities are robust, scalable, and guest-centric.

• Roadmap Partnership: Collaborate closely with Product and Business leadership to influence and refine the innovation roadmap, providing technical feasibility and strategic insight.

• Service & Data Cloud Integration: Lead the critical implementation and integration between Salesforce Service Cloud and Data Cloud to provide a seamless, 360-degree view of the Guest journey.

• GenAI Execution: Partner on the development of GenAI strategies and own the technical rollout of AI-driven capabilities that modernize agent workflows and enhance Guest support.

• People-First Leadership: Manage, mentor, and advocate for your engineers. You value team members as individuals and prioritize their growth, aptitude, and professional excellence.

• Roadblock Removal: Act as the primary "pathfinder" for the team. You identify hurdles early and find creative, optimistic ways to maintain progress and ensure successful delivery. Lead the way by doing, not just telling.

• Stakeholder Partnership: Build strong, collaborative relationships with business partners across DLR, WDW, and DVC. You excel at translating technical roadmaps into business success.

Who You Are

• Likable & Influential: You can connect with people at all levels. You handle high-pressure situations with grace and maintain a positive, optimistic team environment.

• Bias for Action: You don’t wait for permission to solve a problem. You see a gap and you fill it, always pushing for tangible progress and excellence in execution.

• Technically Curious: You remain close to the code to guide your Full Stack and Salesforce engineers. You understand the "how" behind Apex, Java, and Node.js.

• Aptitude-Focused: You hire and develop for potential. You aren't intimidated by new technology, and you empower your team to become proficient in new tools quickly.

Required Qualifications

• 8+ years of experience in software engineering, with 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: Ability to work onsite in Orlando, FL, to foster close collaboration with local teams and business partners.

• Technical Breadth: Previous hands-on experience with Java, JavaScript, Node.js, HTML/CSS and modern frameworks like Angular, React, Next.js etc. Public cloud experience (AWS, Azure, GCP).

• Agile Mastery: Deep experience leading teams through complex deliveries using Scrum/Kanban and TDD.

Preferred Qualifications

• Salesforce Expertise: experience managing and delivering within Salesforce Service Cloud, writing Apex code, customer triggers, flows, etc.

• AI/ML Implementation: Familiarity with implementing GenAI features (LLMs, automated transcription, or intelligent routing) in a live environment.

• AI development experience with cutting edge tools like Claude Code, Cursor, Codex. Lead the way on leveraging them to accelerate your team’s results.

• Multi-Site Operations: Experience managing technology that spans multiple distinct business units or geographical resorts.

Required Education

• Bachelor's or foreign equivalent Degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience

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