Software Engineer Principal - Contact Center

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

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 company’s success. As a Software Engineer Principal within PNC’s contact center organization, you will be based in Pittsburgh, PA, Strongsville, OH, Birmingham, AL, Dallas, TX or Lakewood, CO.

The Contact Center Technology organization is seeking a Principal Software Engineer to provide technical leadership for enterprise Workforce Management (WFM) platforms supporting customer service operations. This role is responsible for the architecture, modernization, integration, reliability, and strategic direction of WFM solutions, including forecasting, scheduling, intraday management, workforce analytics, agent adherence, and capacity planning.
Working closely with Contact Center Operations, Workforce Planning, Product Management, Leadership, and external partners, the successful candidate will deliver scalable, data-driven solutions that improve operational efficiency, workforce effectiveness, customer experience, and business outcomes.
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Key Responsibilities

Technology Strategy & Architecture

• Define and drive the technology strategy and roadmap for Contact Center Workforce Management platforms.
• Lead modernization initiatives across forecasting, scheduling, capacity planning, and real-time workforce operations.
• Establish architecture standards and best practices for secure, scalable, highly available solutions.
• Evaluate emerging technologies, including AI and automation, to advance workforce optimization capabilities.
• Influence enterprise technology decisions that support operational excellence and customer experience improvements.
• Lead delivery of strategic initiatives using Agile methodologies and cross-functional collaboration.

Platform Engineering & Integration

• Design, develop, and oversee enterprise WFM solutions and integrations.
• Ensure platform scalability, resiliency, performance, and operational efficiency.
• Enable reliable data integration to support forecasting, scheduling, adherence, analytics, and reporting.
• Lead integrations with key platforms, including: o Contact Center Platforms (Genesys, Avaya) o Workforce Engagement Management (WEM) Solutions o Telephony and IVR Systems o Agent Desktop Platforms o HR and Workforce Systems o Reporting and Analytics Platforms o AI and Automation Services

Technical Leadership

• Serve as the principal technical authority for Workforce Management platforms and related initiatives.
• Lead complex programs involving contact center technologies, workforce optimization, and operational analytics.
• Provide architectural guidance and oversight for critical technology decisions and production issues.
• Mentor engineers, architects, and technical leaders while promoting engineering excellence and continuous improvement.
• Foster adoption of modern engineering practices, automation, observability, and quality standards.

Business Partnership & Governance

• Partner with Contact Center Operations, Workforce Planning, and business leaders to align technology investments with organizational priorities.
• Translate operational needs into scalable technology solutions and measurable business outcomes.
• Act as a trusted advisor on workforce technology strategy, modernization, and innovation.
• Ensure compliance with security, regulatory, risk, and data privacy requirements.
• Partner with Risk, Compliance, and Information Security teams to support audits, controls, and remediation activities.

Required Qualifications

Experience

• 12+ years of software engineering experience.
• 8+ years designing and delivering enterprise-scale applications and distributed systems.
• 5+ years supporting Workforce Management, Workforce Engagement Management, Contact Center, or related operational platforms.
• Proven experience leading large-scale technology initiatives across multiple teams and stakeholders.
• Demonstrated ability to influence technical strategy without direct authority.
• Experience troubleshooting and resolving complex contact center technology issues.
• Proven success partnering with Contact Center Operations and Workforce Planning teams.
• Experience developing cloud-native solutions and enterprise integrations.

Technical Expertise

• Strong experience with Workforce Engagement Management (WEM) platforms
• Contact Center technologies
• Microsoft SQL Server
• Jira
• PowerShell scripting and automation
• Elasticsearch
• Dynatrace
• Business Intelligence and Reporting solutions
• AI and Automation technologies

Preferred experience with

• Alvaria / Aspect
• Avaya
• Verint
• Genesys Cloud
• Intradiem
• Salesforce
• LivePerson
• ServiceNow

Leadership Competencies

• Strategic technology leadership and vision
• Executive communication and stakeholder management
• Cross-functional leadership and influence
• Technical mentoring and talent development
• Strong analytical and problem-solving skills
• Operational excellence mindset
• Ability to align business objectives with technology strategy
• Trusted advisor and thought leadership capabilities

Success Profile

The successful candidate will:

• Lead the evolution of enterprise Workforce Management technology.
• Modernize and optimize WFM platforms and integrations.
• Improve forecasting accuracy, scheduling effectiveness, and workforce productivity.
• Enable data-driven operational decision-making.
• Enhance agent and customer experiences through technology innovation.
• Advance adoption of AI-enabled workforce optimization capabilities.
• Drive platform reliability, engineering excellence, and continuous improvement.
• Deliver measurable business value through strong partnerships across operations, product, and technology organizations.

The ideal candidate combines deep software engineering expertise with a strong understanding of contact center operations, workforce optimization, cloud-native architecture, Agile delivery methodologies, advanced analytics, automation, and AI-enabled workforce solutions.

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

• Leads the design, development, and maintenance of software solutions across multiple product lines.
• Directs and consults on all phases of software engineering life cycle and troubleshoots technical problems as needed using agile methods.
• Leads complex problem solving and resolves workflow problems through automation optimization.
• Monitors security technology trends and ensures the adaptability of techniques to various system architectures. Encourages sound technology choices are made and drive innovative technology architecture and solution design.
• Provides technical guidance and support to colleagues and solution development.

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