Job Description

Contact Center Engineer

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.

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