Lead Software Engineer - Genesys Cloud, Contact Center, IVR

Lead Software Engineer

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 Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL.

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/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

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.