About Gap Inc.
At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.
Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers.
Old Navy democratizes style with quality and value for all. Gap champions originality through essential pieces that celebrate individuality. Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel. Athleta champions the Power of She through confidence, strength, and movement.
We’re driven by a shared purpose: to bridge gaps—between people, perspectives, and possibilities—to create a better world.
We’re building a team that performs at a high level—people who think boldly, take ownership, and turn ideas into impact. If you’re ready to learn fast and help shape what’s next, you’ll fit right in.
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
Benefits at Gap Inc.
- 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.*
- See more of the benefits we offer.
*For eligible employees
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. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.
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.
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