Principal Software Engineer: WFM & Contact Center Architect

PNC; Birmingham (AL); On-site; USD 140,000 - 190,000; Full time

Job summary

PNC is seeking a Principal Software Engineer to lead and modernize enterprise Workforce Management platforms within its contact center ecosystem. Based in multiple U.S.

locations including Birmingham, AL, you will drive architecture, scale, and data-driven improvements across forecasting, scheduling, analytics, and AI-enabled optimization. You will counsel executives, mentor teams, and collaborate with operations, product, and security to ensure reliable, secure delivery of complex programs

Qualifications

• 12+ years of software engineering experience.
• 8+ years designing and delivering enterprise-scale applications.
• 5+ years in Workforce Management or related platforms.
• Proven experience leading large-scale technology initiatives.

Responsibilities

• Define and drive technology strategy and roadmap for WFM platforms.
• Lead modernization across forecasting, scheduling, capacity planning, and real-time operations.
• Establish architecture standards for secure, scalable solutions.
• Mentor engineers and promote engineering excellence and automation.
• Partner with operations, product, and business leaders to align tech investments with priorities.

Skills

Strategic technology leadership

Executive communication

Cross-functional leadership

Mentoring and talent development

Agile delivery

Analytical problem solving

AI & automation awareness

Tools

Jira

PowerShell

Elasticsearch

Dynatrace

Microsoft SQL Server

Power BI

AI tooling

Job description

PNC is seeking a Principal Software Engineer to lead and modernize enterprise Workforce Management platforms within its contact center ecosystem. Based in multiple U.S.

locations including Birmingham, AL, you will drive architecture, scale, and data-driven improvements across forecasting, scheduling, analytics, and AI-enabled optimization. You will counsel executives, mentor teams, and collaborate with operations, product, and security to ensure reliable, secure delivery of complex programs