UC Engineer III Position Available In Broward, Florida

• Our Opportunity
• 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 committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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
• CAAR@chewy.com

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