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

Software Engineering Manager - Contact Center Technology

We are seeking a Software Engineering Manager to lead a development team supporting and evolving contact center technology platforms. This role requires a leader who combines strong people management skills with hands on technical depth, remaining actively involved in solution design, delivery execution, and day to day engineering operations.

This position goes beyond traditional resource management. The successful candidate will be delivery focused, technically credible, and capable of guiding engineers while partnering effectively across technology and business teams. A common sense, pragmatic leadership style is key, along with a willingness to step in where gaps exist and improve how the team operates.

Key Responsibilities
• Lead, coach, and develop a team of engineers delivering contact center technology solutions, with an emphasis on API driven services.
• Maintain an active technical leadership role, providing guidance on architecture, code quality, and operational decisions.
• Drive consistent and predictable delivery outcomes across multiple initiatives, balancing new development with operational stability.
• Growing engineering resources, helping expand technical depth, ownership, and leadership capability.
• Partner closely with product owners, architects, platform teams, and operational partners to ensure alignment and successful execution.
• Identify gaps in skills, processes, tooling, or ownership and develop systematic and sustainable solutions to fill those gaps.
• Promote strong engineering standards across the full development lifecycle, from design and coding through deployment, support, and optimization.
• Encourage a culture of accountability, transparency, and continuous improvement within the team.

Required Technical Expertise
• Strong experience with API development, preferably using Java and Spring Boot.
• Hands on understanding of full stack development concepts, even if primary expertise is backend focused.
• Experience across the full DevOps lifecycle, including CI/CD pipelines, automated testing, and deployment strategies.
• Working knowledge of Red Hat OpenShift and/or Kubernetes in enterprise environments.
• Proficiency with source code control systems (Git based workflows).
• Practical experience applying Agile methodologies to manage work, priorities, and delivery commitments.
• Familiarity with relational database systems, preferably Oracle Database, including schema design and performance considerations.

Tools & Platforms Experience
• Integrated Development Environments such as IntelliJ IDEA and Microsoft Visual Studio Code.
• Atlassian tools including Jira and Confluence for delivery tracking, documentation, and collaboration.
• Experience working within full stack development teams, collaborating across frontend, backend, and platform disciplines.
• Exposure to or experience with contact center technology platforms is strongly preferred.

Bonus / Nice to Have Qualifications
• Experience using GitHub, including pull requests, code reviews, and repository management.
• Familiarity with GitHub Copilot or similar AI assisted development tools, and the ability to leverage AI:
oImprove developer productivity and efficiency
oAssist with code reviews and technical analysis
oSupport project tracking, documentation, or delivery insights
• Demonstrated interest in applying AI enabled tools thoughtfully to enhance engineering workflows and management effectiveness.

Leadership & Management Qualities
• Delivery oriented mindset with a strong sense of ownership and accountability.
• Comfort managing multiple priorities while maintaining solid relationships with partners and stakeholders.
• Common sense, management minded leader willing to fill gaps when needed rather than operating strictly from a distance.
• Ability to recognize inefficiencies or risks and approach them with creativity, innovation, and practical solutions.
• Clear communicator who builds trust within the team and across partner organizations.
• Capable of maintaining team focus, morale, and quality while navigating changing priorities.

What Success Looks Like
• Engineering work is delivered predictably with improving quality and stability.
• Engineers continue to grow in both technical and leadership capability.
• Cross team partners view this role as a reliable, engaged technology leader.
• Operational and delivery gaps are identified early and addressed systematically.
• The team runs a resilient development organization capable of supporting both innovation and day-to-day operations.

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.

Job Description

• Manages development projects, development teams and application support functions.
• Oversees multiple application programming and analysis projects which include development, installation and maintenance of application programs.
• Monitors and maintains adherence and compliance to quality standards on an ongoing basis.
• Maximizes staff contribution through professional growth and development, to increase teamwork and more effectively meet business needs.
• Analyzes applications to ensure that all systems that are developed, meet business needs and specifications.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

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
API Development, Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, Java, Kubernetes, Process Improvements, Red Hat OpenShift, Release Management, Software Solutions, User Experience (UX) Design

Competencies
Agile Development, Application Delivery Process, Application Development Tools, Coaching Others, Design Thinking, IT Environment, Software Process Improvement (SPI), System Testing

Work Experience
Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 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: $65,000.00 - $194,350.00

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 05/18/2026, 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

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