Software Engineer Principal (Genesys Cloud)

PNC Financial Services Group, Inc.; Pittsburgh (Allegheny County); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

401(k) with PNC match

Generous paid time off

Job summary

PNC Financial Services Group, Inc. is seeking a Software Engineer Principal (Genesys Cloud) in Pittsburgh, PA. The role requires expertise in designing and developing Genesys Cloud CX solutions for Treasury Management contact centers. Ideal candidates will have Genesys Cloud certifications and strong problem-solving skills.

This full-time position promotes an inclusive workplace culture, and PNC offers comprehensive benefits including medical coverage, retirement plans, and generous paid time off.

Qualifications

• 5+ years of industry-relevant experience.
• Experience with enterprise-scale environments.
• Strong experience with Genesys Cloud CX platform development.

Responsibilities

• Design, develop, and support Genesys Cloud CX solutions.
• Partner with teams to deliver customer engagement solutions.
• Propose, design & code software solutions.

Skills

Genesys Cloud certifications

Experience migrating from legacy platforms

Knowledge of omni-channel customer engagement

Strong analytical and problem-solving skills

Excellent communication and stakeholder management

Experience with REST APIs / JSON

Proficiency in Java / JavaScript

Education

Bachelor's degree

Tools

Genesys Cloud CX (GCX)

IVR / call flow design

Job description

## Software Engineer Principal (Genesys Cloud)Applylocations: PA - Pittsburgh (15222)time type: Full timeposted on: Posted Yesterdayjob requisition id: R224330# **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 (Genesys Cloud) within PNC's Treasury Solutions organization, you will be based in Pittsburgh, PA. The Software Engineer Principal (Genesys Cloud) is responsible for the design, development, configuration, and support of Genesys Cloud CX (CCaaS) solutions supporting Treasury Management contact center capabilities. This role partners with business, architecture, and engineering teams to deliver scalable, secure, and high-performing omni-channel customer engagement solutions. Requirements: • Genesys Cloud certifications (e.g., Architect, Professional, Outbound). • Experience migrating from legacy platforms (e.g., Genesys PureConnect or Engage). • Knowledge of omni-channel customer engagement solutions. • Experience with NLP/NLU or bot integrations. • Strong analytical and problem-solving skills. • Ability to translate complex business needs into technical solutions. • Excellent communication and stakeholder management. • Experience working in enterprise-scale environments. • Strong experience with Genesys Cloud CX (GCX) platform development • Experience with: o IVR / call flow design o Routing, queues, and workforce management concepts o Data Actions and API integrations • Proficiency in: o REST APIs / JSON o Java / JavaScript or similar languages • Experience integrating with enterprise platforms (CRM, ServiceNow, etc.)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*** Aligns business strategy with software solutions.* Proposes, designs & codes software solutions to address complex business needs. Oversees technical and procedural documentation required.* Leads complex problem solving.* Provides technical guidance and support to colleagues and solution development.* Displays an innovative approach to apply modern principles, methodologies and tools to advance business initiatives and capabilities.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 demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.## **Preferred Skills**Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design## **Competencies**Application Design, Architecture, Packaged Application Integration, Product and Vendor Evaluation, Software Process Improvement (SPI), System Development Life Cycle, Technical Troubleshooting## **Work Experience**Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.## **Education**Bachelors## **Certifications**No Required Certification(s)## **Licenses**No Required License(s)# **Benefits**PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.# # **Disability Accommodations Statement**If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. 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 will be used only to the extent required to provide needed reasonable accommodations.At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.