At Chewy, it is our mission to be the most trusted and convenient destination for pet parents and partners everywhere! We have evolved into an innovative Fortune 500 industry leader. We are looking for a Contact Center Engineer to join Chewy's Unified Communications team, focused on the design, implementation, and delivery of Genesys Cloud CX solutions! This role is critical in supporting our enterprise-wide Omnichannel migration initiative, delivering seamless customer experiences across voice, email, and chat channels.
As part of a small, high-performing team, you will own key technical components of the platform, collaborate across business units, and contribute to a scalable and modern contact center environment. The ideal candidate will bring deep Genesys Cloud CX expertise, strong architectural and integration skills, and the ability to deliver hands-on solutions in a fast-paced, evolving environment.
What You'll Do
- Design, build, and optimize Genesys Cloud CX call/chat/email flows using Architect, Flows, Integration actions, and routing strategies
- Own end-to-end technical delivery of customer communication experiences
- Analyze real-time and historical contact center data (via NICE, Genesys, Tableau, Snowflake) to identify trends and recommend routing or design changes that improve operational performance
- Collaborate closely with Workforce Management (WFM), operations, and business units to align routing strategies with volume patterns, staffing plans, and SLAs
- Work with internal partners to transform business requirements into scalable and maintainable technical solutions
- Implement integrations with tools such as NICE WFM, Qualtrics, Tableau, Call recording, Intrado (e911), cardeasy (PCI solution), and Snowflake (A3S)
- Support API integrations and event flows between Genesys and other systems using JavaScript, REST APIs, and webhooks
- Enhance CI/CD pipelines to enable infrastructure-as-code and continuous deployment of Genesys configurations
- Collaborate across engineering, analytics, and support teams using Jira, Confluence, and ServiceNow
What You'll Need
- 8+ years of hands-on experience designing and delivering solutions in Genesys Cloud CX (formerly PureCloud)
- Proven experience in building Architect flows, routing profiles, and supporting multi-channel experiences (voice, email, chat)
- Ability to interpret real-time and historical contact center metrics to inform routing design and flow optimization
- Experience partnering with WFM teams to align technical design with staffing and operational critical metrics
- Integration experience with NICE WFM, Qualtrics, Tableau, Call recording, Intrado (e911), cardeasy (PCI solution), and Snowflake (A3S), or similar data/reporting tools
- Strong foundation in APIs, JavaScript, and system-to-system integrations in a contact center ecosystem
- Familiarity with CI/CD tools (e.g., Git, Jenkins, Terraform) and infrastructure-as-code practices
- Strong communication and documentation skills for collaboration
Bonus
- Genesys Cloud CX certifications (Architect, Developer, or Integration)
- Experience in high-volume, omnichannel contact center environments
- Background in customer experience analytics or journey optimization
- Agile, Scrum, or hybrid methodology experience
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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