Lead Software Engineer: IVR & Genesys Cloud Specialist

Fairygodboss; Pittsburgh (Allegheny County); On-site; USD 55,000 - 179,000; Full time

Job summary

PNC seeks a Lead Software Engineer in its Retail Tech organization. Based in Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL, you will design, implement, and manage IVR flows and Genesys Cloud‑based solutions for inbound and outbound channels.

You will contribute to Agile ceremonies, develop integrations using REST APIs, OAuth, and SQL, and work across AWS/Azure environments with Terraform. The role emphasizes collaboration, problem solving, and scalable customer experiences.

Qualifications

• 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.

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.

Skills

Genesys Cloud

API integrations

Java

SQL

Cloud platforms

Terraform

Troubleshooting

Agile

Education

Bachelor's degree

Tools

Genesys Cloud Admin UI

Postman

Git

Jira/Confluence

Terraform

Job description

PNC seeks a Lead Software Engineer in its Retail Tech organization. Based in Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL, you will design, implement, and manage IVR flows and Genesys Cloud‑based solutions for inbound and outbound channels.

You will contribute to Agile ceremonies, develop integrations using REST APIs, OAuth, and SQL, and work across AWS/Azure environments with Terraform. The role emphasizes collaboration, problem solving, and scalable customer experiences.