CommunityJobsAdviceEventsReviewsFor EmployersFor ClientsCoach Connect
CommunityJobsAdviceEvents
JOB SEARCH

UC Engineer III

Chewy

3

(2)

Plantation, FL

#6874598

Position summary

n 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 [email protected].

If you have a question regarding your application, please contact [email protected].

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.