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 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
Numbers & Facts
| Location | San Francisco, CA |
| Industry | All |
| Company Size | 10,000 employees or more |
| Website | http://www.gap.com |
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.
Skills
- Analysis Skillsunmatched
- Application Programming Interface (API)unmatched
- Artificial Intelligence (AI) Agentsunmatched
- Call Routingunmatched
- Citrix Product Familyunmatched
- Communication Skillsunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Customer Support/Serviceunmatched
- Document Managementunmatched
- Documentationunmatched
- Ecosystemsunmatched
- IEX Workforce Managementunmatched
- Identify Issuesunmatched
- Offshoringunmatched
- On Callunmatched
- PCIunmatched
- People Managementunmatched
- Performance Managementunmatched
- Problem Solving Skillsunmatched
- Product Engineeringunmatched
- Quality Managementunmatched
- SIP (Session Initiation Protocol)unmatched
- Salesforce.comunmatched
- Scripting (Scripting Languages)unmatched
- System Architectureunmatched
- System Integration (SI)unmatched
- Systems Engineeringunmatched
- Team Playerunmatched
- Telephone Skillsunmatched
- VoIP (Voice over IP)unmatched
- Voice Applicationsunmatched
- Voice Productsunmatched
- Voice Response Systemsunmatched
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