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 Lead Software Engineer within PNC’s Retail Tech organization, you will be based in Pittsburgh, PA, Strongsville, OH, Birmingham, AL or Dallas, TX.
Job Profile
We are seeking a versatile and experienced Genesys Cloud Engineer to design, develop, administer, and optimize our cloud-based contact center platform. The ideal candidate will have deep knowledge of Genesys Cloud architecture and contact center technologies, with proven experience in IVR and call flow design, API integrations (including OAuth), and full platform administration. This role requires strong problem‑solving skills, development expertise, and the ability to manage multiple complex initiatives in a fast‑paced environment.
Key Responsibilities
- Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS.
- Perform full platform administration, including users, campaigns, scripts, prompts, and permissions.
- Develop and maintain custom integrations with internal systems and third‑party applications using Genesys Cloud APIs (RESTful), webhooks, and secure connectivity protocols such as OAuth.
- Configure and optimize data actions, reporting, and contact center features to support business teams.
- Create and update campaigns and contact lists for outbound operations.
- Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes.
- Troubleshoot complex issues across voice technology, routing logic, and integration points.
Required Skills & Experience
- 5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud (formerly PureCloud).
- Deep understanding of Genesys Cloud architecture, administration, and best practices.
- Strong experience with call flow design, queue/campaign management, user and access controls, and system prompts/scripts.
- Proficiency in API integrations, including OAuth for secure communication.
- Development experience with Java/REST APIs, JSON/XML, and SQL.
- Familiarity with cloud platforms (AWS/Azure) and DevOps tools such as Terraform and Archy.
- Strong troubleshooting, multitasking, and analytical skills in a high‑demand enterprise environment.
- Ability to collaborate with stakeholders, manage priorities, and deliver solutions across multiple initiatives.
Tools & Technologies
- Genesys Cloud Admin UI
- Postman
- Git
- Jira / Confluence
- Terraform / Archy
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 protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; backup child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance; a robust wellness program with financial incentives.
Paid time off includes 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.
Salary
Base Salary: $55,000.00 – $179,400.00. Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.
Equal Employment Opportunity (EEO)
PNC provides equal employment opportunity to qualified persons regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or other categories protected by law.
Accommodations Statement
If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com with “accommodation request” in the subject line and include your name, the job ID, and your method of contact in the body of the email. 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 as required to provide reasonable accommodations.
California
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
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