Lead Software Engineer - Genesys Cloud, Contact Center, IVR

PNC; Pittsburgh (Allegheny County); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical, prescription drug, dental and vision coverage

401(k) with PNC match

Educational assistance

Job summary

PNC is seeking a Lead Software Engineer to join their Retail Tech organization. In this role, you'll design, develop, and optimize cloud-based contact-center platforms, primarily with Genesys Cloud. Your expertise in contact center engineering will drive the development of IVR flows and custom integrations with internal systems.

A minimum of 5 years of experience is required, with strong skills in API integrations and troubleshooting. The position offers robust benefits, including medical coverage and paid time off options.

Qualifications

• 5+ years of experience in contact center engineering, with 3+ years in Genesys Cloud.
• Strong experience with call flow design and user/access controls.
• Familiarity with cloud platforms like AWS or Azure.

Responsibilities

• Design and manage IVR flows and contact routing on Genesys Cloud.
• Develop and maintain integrations with internal systems using Genesys Cloud APIs.
• Support Agile ceremonies and maintain documentation.

Skills

Genesys Cloud architecture

API integrations

Java/REST APIs

SQL

Troubleshooting skills

Multitasking skills

Analytical skills

Tools

Genesys Cloud Admin UI

Postman

Git

Jira

Confluence

Terraform

Archy

Job description

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. You will design, develop, administer, and optimize our cloud‑based contact‑center platform, primarily Genesys Cloud.

Key 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

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.

Benefits

• Medical, prescription drug, dental and vision coverage (with HSAs).
• Life insurance for employee and spouse/child.
• Short and long‑term disability protection.
• 401(k) with PNC match, pension and stock purchase plans.
• Dependent care reimbursement account; child/elder care backup.
• Adoption, surrogacy, and doula reimbursement.
• Educational assistance, including select fully‑paid programs.
• Robust wellness program with financial incentives.
• Paid time off: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days; 15–25 vacation days depending on career level.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. 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 used only to the extent required to provide needed reasonable accommodations.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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