Lead Software Engineer - Genesys Cloud, Contact Center, IVR

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success.

As a Lead Software Engineer within PNC's Retail Tech organization, you will be based in Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL.

We are seeking a versatile and experienced Genesys Cloud Engineer to design, develop, administer, and optimize our cloud-based contact center platform. The ideal candidate will have deep knowledge of Genesys Cloud architecture and contact center technologies, with proven experience in IVR and call flow design, API integrations (including OAuth), and full platform administration.

This role requires strong problem-solving skills, development expertise, and the ability to manage multiple complex initiatives in a fast-paced environment.

Responsibilities: - Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS. - Perform full platform administration, including users, campaigns, scripts, prompts, and permissions. - Develop and maintain custom integrations with internal systems and third-party applications using Genesys Cloud APIs (RESTful), webhooks, and secure connectivity protocols such as OAuth. - Configure and optimize data actions, reporting, and contact center features to support business teams. - Create and update campaigns and contact lists for outbound operations. - Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes. - Troubleshoot complex issues across voice technology, routing logic, and integration points.

Required Skills & Experience: - 5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud (formerly PureCloud). - Deep understanding of Genesys Cloud architecture, administration, and best practices. - Strong experience with call flow design, queue/campaign management, user and access controls, and system prompts/scripts. - Proficiency in API integrations, including OAuth for secure communication. - Development experience with Java/REST APIs, JSON/XML, and SQL. - Familiarity with cloud platforms (AWS/Azure) and DevOps tools such as Terraform/Archy. - Strong troubleshooting, multitasking, and analytical skills in a high-demand enterprise environment. - Ability to collaborate with stakeholders, manage priorities, and deliver solutions across multiple initiatives.

Tools & Technologies: - Genesys Cloud Admin UI - Postman - Git - Jira / Confluence - Terraform / Archy

- Creates and leads the technical design and development of software solutions. - Proposes & designs software solutions to address complex business needs. Prepares technical and procedural documentation required. - Facilitates complex problem resolution. - Provides technical guidance and support to colleagues. Reviews coding, testing, and documentation of software. - Applies modern principles, methodologies and tools to advance business initiatives and capabilities.

- Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. - Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Preferred Skills Application Development, Atlassian Confluence, Atlassian JIRA, Business Management, Cloud Architectures, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

Competencies Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting

Work Experience Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Generally, this opening is expected to be posted for two business days from 03/16/2026, although it may be longer with business discretion.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com . Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.

Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.