Senior Voice Systems Engineer Customer Experience (CX)

Gap Inc.•San Francisco, CA

About The Position

We are seeking a highly experienced Senior CX Voice Engineer to design, support, and optimize enterprise CX voice solutions. This role will be responsible for managing and enhancing our NICE CXone ecosystem and associated CX platforms, ensuring reliable, secure, and scalable voice infrastructure that supports critical customer experiences. The ideal candidate will bring deep expertise in CX voice technologies, integrations, workforce optimization, analytics, and reporting, along with strong troubleshooting capabilities in complex voice and network environments. This role requires cross-functional collaboration with Product, Engineering, and Business teams, as well as coordination with offshore teams and participation in on-call support rotations.

Requirements

Strong experience with NICE CXone User Hub or any related experience.
Experience with Studio scripting (able to read, modify, and optimize scripts)
Experience with reporting, including building custom reports
Experience with IEX Workforce Management
Experience with EEM (Employee Experience Management)
Experience with Interaction Analytics & Quality Management
Experience with Satmetrix or any Feedback Management Systems
Experience with Performance Management tools
Experience with PCI PAL or any related experience.
Integrations & Systems Knowledge of APIs and system integrations
Experience integrating with Salesforce (Agent for Salesforce)
Experience working in Citrix environments
Voice Engineering & Infrastructure Strong troubleshooting skills in complex voice and network environments
Understanding of call routing, IVR design, and SIP/VoIP concepts
Ability to manage and document call flows
Experience performing MACD changes
Ability to work effectively with offshore teams
Flexibility to support on-call schedules outside standard business hours
Strong analytical and problem-solving skills
Excellent documentation and communication skills

Responsibilities

Design, support, and optimize enterprise CX voice platforms
Maintain and enhance Voice environments
Build, modify, and troubleshoot Studio scripts
Develop and maintain custom Voice reports
Document and maintain call flows and system architecture
Troubleshoot complex voice and telephony-related issues
Perform MACD (Moves, Adds, Changes, Deletes) activities
Support Salesforce, AI Agents and API integrations
Collaborate with offshore teams and provide after-hours/on-call support as required

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