Senior Voice Systems Engineer Customer Experience (CX)

The Gap Inc

Pleasanton, CA
30+ days ago

Highlights

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.

Numbers & Facts

Location	Pleasanton, CA
Industry	All
Company Size	10,000 employees or more
Website	http://www.gap.com

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 Youll 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

About Company

Doris and Don Fisher opened the first Gap store in 1969 with a simple idea -- to make it easier to find a pair of jeans and a commitment to do more. Over the last 46 years, the company has grown from a single store to a global fashion business with five brands -- Gap, Banana Republic, Old Navy, Athleta and Intermix. Gap's clothes are available in 90 countries worldwide through 3,300 company-operated stores, almost 400 franchise stores, and e-commerce sites and is still growing. Many companies work to improve their services and businesses every day by using GAP Testers who anonymously go into various places and report back to the companies on everything from cleanliness, customer service to quality control. Being a tester is a very flexible, fun job with lots of benefits.