Software Engineer Principal (Genesys Cloud)

Software Engineer Principal (Genesys Cloud)

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:
• 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.)

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.

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.

If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. 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 View phone number on click.appcast.io 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.

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 Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

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.