Lead Software Engineer

Position Overview 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 companyu2019s 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. Key Responsibilities: u2022 Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS. u2022 Perform full platform administration, including users, campaigns, scripts, prompts, and permissions. u2022 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. u2022 Configure and optimize data actions, reporting, and contact center features to support business teams. u2022 Create and update campaigns and contact lists for outbound operations. u2022 Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes. u2022 Troubleshoot complex issues across voice technology, routing logic, and integration points. Required Skills & Experience: u2022 5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud (formerly PureCloud). u2022 Deep understanding of Genesys Cloud architecture, administration, and best practices. u2022 Strong experience with call flow design, queue/campaign management, user and access controls, and system prompts/scripts. u2022 Proficiency in API integrations, including OAuth for secure communication. u2022 Development experience with Java/REST APIs, JSON/XML, and SQL. u2022 Familiarity with cloud platforms (AWS/Azure) and DevOps tools such as Terraform/Archy. u2022 Strong troubleshooting, multitasking, and analytical skills in a high-demand enterprise environment. u2022 Ability to collaborate with stakeholders, manage priorities, and deliver solutions across multiple initiatives. Tools & Technologies: u2022 Genesys Cloud Admin UI u2022 Postman u2022 Git u2022 Jira / Confluence u2022 Terraform / Archy PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description + 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. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: + 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. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position. 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. Education Bachelors Certifications No Required Certification(s) Licenses No Required License(s) Pay Transparency Base Salary: $55,000.00 u2013 $179,400.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance. Application Window Generally, this opening is expected to be posted for two business days from 03/16/2026, although it may be longer with business discretion. Benefits PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part-time employees, visit . Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at . Please include u201caccommodation requestu201d 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

Created: 2026-03-18