4 days ago
Base Salary
$191k - $300k/yr
Responsibilities
- Set the technical vision and architectural strategy for Customer Care across customer experiences, agent tools, AI capabilities, and shared platforms.
- Lead cross-organizational initiatives including Unified Agent Workspace, Customer Care platform modernization, and AI-powered customer and agent experiences.
- Architect scalable, resilient, and extensible cloud-native systems using distributed architectures, APIs, event-driven integrations, and enterprise platforms.
- Drive reusable AI architecture patterns for orchestration, conversational AI, agent assistance, knowledge retrieval, and intelligent workflow automation.
- Evaluate architectural alternatives, communicate trade-offs, resolve cross-team dependencies, and drive technical decisions through execution.
- Modernize legacy platforms, reduce technical debt, improve service boundaries, and define sustainable migration strategies.
- Establish engineering standards for system design, software development, testing, observability, security, reliability, and operational excellence.
- Mentor Staff and Senior Engineers and serve as a technical force multiplier across multiple engineering teams.
- Partner with engineering, product, and business leaders on technology investments, build-versus-buy decisions, customer impact, cost, and risk.
- Guide innovation from exploration and prototyping through production across AI, automation, agent tooling, customer engagement, and engineering productivity.
Requirements
- Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline, or equivalent practical experience.
- 12+ years of software engineering experience, including significant experience designing and delivering large-scale distributed systems and enterprise platforms.
- Experience operating as a Principal Engineer, senior architect, or equivalent technical leader across multiple engineering teams or business domains.
- Proven success establishing technical vision and delivering complex, ambiguous, cross-organizational initiatives from architecture through implementation.
- Deep expertise in distributed systems, cloud-native architectures, microservices, event-driven systems, APIs, and modern software design patterns.
- Strong experience with AWS or comparable cloud platforms and highly available, scalable, secure, cost-efficient systems.
- Experience architecting or integrating AI/ML-enabled applications, including conversational AI, LLM-based solutions, AI orchestration, or intelligent automation.
- Understanding of modern software engineering practices including automated testing, observability, DevOps, and production reliability.
- Experience modernizing legacy platforms and defining migration strategies that balance near-term needs with long-term sustainability.
- Strong communication, technical judgment, consensus-building, and influence-without-authority skills.
- Hands-on experience with architecture, design reviews, prototyping, and investigation of complex technical problems.
- Demonstrated success mentoring senior technical talent and raising engineering standards.
- Preferred experience includes e-commerce or retail, contact center platforms such as Genesys, CRM systems, omnichannel engagement, agent workflows, virtual agents, retrieval-augmented generation, knowledge management, enterprise AI platforms, LLM orchestration, vector databases, AI evaluation or observability frameworks, legacy platform replacement, high-volume customer-facing applications, and enterprise AI security, compliance, privacy, or governance.
Benefits
- Hybrid work arrangement.
- Comprehensive medical, dental, vision, wellness, life, disability, and other insurance benefits.
- 401(k), new-hire and annual equity grants, and potential annual bonus eligibility for C08+ positions.
- Parental leave, family services, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance, and employee discounts.
- Unlimited PTO for exempt salary team members subject to manager approval, six paid holidays annually, and potentially applicable paid sick and family leave.
- Inclusive culture, professional growth opportunities, Team Member Resource Groups, and company events and programs.
Tech Stack
Categories
About Chewy
Chewy is an e-commerce retailer for pet parents, selling food, supplies, medications, and services like Chewy Pharmacy and Autoship subscriptions. Founded in 2011 and headquartered in Plantation, Florida, it operates nationwide with 24/7 customer support and rapid delivery from its fulfillment network. Chewy is publicly traded on the NYSE (CHWY) and also supports veterinarians and shelters through health offerings.