Senior Voice Systems Engineer Customer Experience (CX)

Senior Voice Systems Engineer Customer Experience (CX)

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.

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

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.

Knowledge of APIs and system integrations

Experience integrating with Salesforce (Agent for Salesforce)

Experience working in Citrix environments

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

Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.

One of the most competitive Paid Time Off plans in the industry.

Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.

Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.

Employee stock purchase plan.

Medical, dental, vision and life insurance.

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. Salary Range: $181,400 - $235,800 USD Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.