Senior Voice Systems Engineer Customer Experience (CX)

Gap Inc

2 Locations permanent

Posted: March 10, 2026

Job Description

About the Role

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.
What You'll Do

• 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

Who You Are

• 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

Additional Requirements

• 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

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