Software Engineer Principal (Genesys Cloud)

PNC; Pittsburgh (Allegheny County); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

401(k) with match

Paid time off

Educational assistance

Job summary

PNC, based in Pittsburgh, is seeking a Software Engineer Principal (Genesys Cloud) to develop and support Genesys Cloud CX solutions. This role requires 5+ years of experience and strong skills in Java, JavaScript, and REST APIs.

You'll collaborate with teams to create high-performing customer engagement solutions while supporting the organization's Treasury Management capabilities. The position offers a comprehensive benefits package providing medical, retirement, and paid time off.

Qualifications

• 5+ years of industry-relevant experience in software engineering, preferably within contact center or CX platforms.
• Strong experience in Genesys Cloud platform development.
• Excellent communication and stakeholder management skills.

Responsibilities

• Design, develop, configure, and support Genesys Cloud CX solutions.
• Align business strategy with software solutions.
• Provide technical guidance and support to colleagues.

Skills

Genesys Cloud certifications

NLP/NLU or bot integrations

analytical and problem-solving skills

Java

JavaScript

REST APIs

Education

Bachelor's degree or equivalent

Job description

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. 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.

R224330

Job Profile

The Software Engineer Principal (Genesys Cloud) is responsible for the design, development, configuration, and support of Genesys Cloud CX (CCaaS) solutions that support 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 IVR / call flow design, routing, queues, and workforce management concepts, data actions and API integrations.
• Proficiency in REST APIs / JSON, Java / JavaScript or similar languages.
• Experience integrating with enterprise platforms (CRM, ServiceNow, etc.).

Job Description

• Aligns business strategy with software solutions.
• Proposes, designs and codes software solutions to address complex business needs, and oversees the 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.

Employee Qualities

• 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 business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

Qualifications

• 5+ years of industry‑relevant experience in software engineering, preferably within contact center or CX platforms.
• Strong experience in Genesys Cloud platform development.
• Proficiency in Java, JavaScript, REST APIs.
• Excellent communication and stakeholder management skills.
• Experience with enterprise platform integration (CRM, ServiceNow, etc.).

Education

Bachelor’s degree required. Equivalent combination of education, certifications, and experience may be considered.

Certifications

No specific certifications are required, but Genesys Cloud certifications are strongly preferred.

Licenses

None required.

Benefits

PNC offers a comprehensive range of benefits, including medical, prescription drug, dental, and vision coverage, life insurance, short‑term and long‑term disability protection, 401(k) with PNC match, pension and stock purchase plans, dependent care reimbursement, backup child/elder care, adoption and doula reimbursement, educational assistance, a robust wellness program, and paid time off (maternity/parental leave, holidays, occasional absentee days, vacation days, and service‑based days).

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail] with “accommodation request” in the subject line, including your name, the job ID, and your preferred method of contact. You may also call 877‑968‑7762 and say "Workday" for assistance. All information will be kept confidential and used only as required to provide reasonable accommodations.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of FDIA, SAFE Act, and FINRA, which prohibit hiring of individuals with certain criminal history.

California Residents

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