Senior Software Engineering Manager - Contact Center

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 Senior Software Engineering Manager within PNC's Retail Contact center organization, you will be based in Michigan, Pittsburgh, PA or Strongsville, OH or Dallas, TX or Birmingham, AL.

We are seeking a Senior Software Engineering Manager to lead critical technology capabilities within the Retail Contact Center Technology organization. This is a people-first, delivery-focused leadership role responsible for scaling, guiding, and overseeing multiple engineering and delivery functions that support business‑critical contact center platforms.

This role provides leadership across several agile teams, partners closely with Product, Operations, and Architecture, and ensures the delivery of reliable, scalable, and continuously improving solutions in a large‑scale enterprise contact center environment.

Key Responsibilities

Lead and manage multiple engineering and delivery teams supporting contact center platforms, including IVR, workforce management, and productivity tooling

Serve as a people-focused leader responsible for talent development, performance management, coaching, and team health across diverse role types

Drive consistent, high-quality delivery through Agile practices, ensuring teams meet commitments for reliability, scalability, and operational excellence

Partner closely with Product, Operations, Architecture, and Vendors to align technology delivery with business priorities

Oversee vendor-supported platforms, ensuring strong governance, performance, and integration within enterprise systems

Champion continuous improvement through metrics, feedback loops, and modern engineering and delivery practices

Influence across organizations and levels, balancing strategic direction with hands-on delivery leadership

Ensure platforms meet enterprise standards for availability, security, and compliance in a mission‑critical contact center environment

Qualifications & Experience

Proven experience as a senior people manager leading multiple engineering or delivery teams

Strong background operating in Agile delivery environments, including scaling teams and managing dependencies

Experience working with enterprise contact center technologies and vendor-supported platforms

Ability to lead through influence and collaboration in complex, matrixed organizations

Comfortable managing and developing teams with diverse skill sets and role types

Track record of delivering reliable, scalable technology solutions at enterprise scale

Excellent communication and stakeholder management skills across technical and non-technical partners

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Manage a group of software engineers/managers across multiple product lines.

• Oversee the talent management of engineering talent, including recruiting, mentoring, and enabling a culture of learning with a focus on engineering craftsmanship.

• Foster technological innovation, ensuring adoption of current trends, capabilities, and practices emerging in the market. Encourage sound technology choices are made and drive innovative technology architecture and solution design.

• Identify issues, share best practices, and drive continuous improvement.

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

Agile Methodology, Application Development, Business Management, Contact Center Leadership, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), Process Improvements, Release Management, Software Solutions, User Experience (UX) Design, Workforce Management (WFM)

Competencies

Agile Development, Application Development Tools, Coaching Others, Continuous Learning, Design Thinking, Emerging Technologies, Influencing, Innovation

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically 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)

Pay Transparency

Base Salary: $80,000.00 – $217,100.00

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.

Application Window

Generally, this opening is expected to be posted for two business days from 04/30/2026, although it may be longer with business discretion.

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 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.

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 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.

California Residents

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.