Senior Software Engineer - Genesys Cloud & Contact Center

PNC; Pittsburgh (Allegheny County); Hybrid; USD 55,000 - 172,250; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with match

Educational assistance

Robust wellness program

Paid time off

Job summary

PNC is seeking a Senior Software Engineer responsible for developing and managing IVR flows and contact routing using Genesys Cloud. This position also involves troubleshooting and optimizing data actions, reporting, and maintaining documentation.

The ideal candidate will have over 5 years of experience in contact center engineering and strong skills in API integrations, Java, and cloud platforms. PNC offers a comprehensive benefits package, including medical, dental, and vision coverage and a competitive salary range.

Qualifications

• 5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud.
• Proficient in API integrations, including OAuth for secure communication.
• Strong experience with call flow design and queue management.

Responsibilities

• Design, implement, and manage IVR flows for inbound/outbound communications.
• Perform full platform administration using Genesys Cloud.
• Troubleshoot complex issues across voice technology and routing.

Skills

Contact center engineering

Genesys Cloud administration

API integrations

Java development

Troubleshooting

Multitasking

Analytical skills

Tools

Genesys Cloud Admin UI

Postman

Git

Jira

Terraform

Archy

Job description

PNC is seeking a Senior Software Engineer responsible for developing and managing IVR flows and contact routing using Genesys Cloud. This position also involves troubleshooting and optimizing data actions, reporting, and maintaining documentation.

The ideal candidate will have over 5 years of experience in contact center engineering and strong skills in API integrations, Java, and cloud platforms. PNC offers a comprehensive benefits package, including medical, dental, and vision coverage and a competitive salary range.