Lead Software Engineer - Genesys Cloud, Contact Center, IVR

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 Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL. Job 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. Creates and leads the technical design and development of software solutions. Proposes and designs software solutions to address complex business needs. Prepares technical and procedural documentation required. Facilitates complex problem resolution. Provides technical guidance and support to colleagues. Reviews coding, testing, and documentation of software. Applies modern principles, methodologies and tools to advance business initiatives and capabilities. Required Skills and 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‑demands 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 Preferred Skills Application Development Atlassian Confluence Atlassian JIRA Business Management Cloud Architectures Customer Solutions Design Group Problem Solving Interactive Voice Response (IVR) Process Improvements Release Management Software Solutions User Experience (UX) Design Required Qualifications University or college degree or equivalent combination of education, certification and experience. Typically requires 3+ years of relevant industry experience. Certifications are desired but not required; examples include related contact center credentials. Benefits PNC offers a comprehensive benefits package that may include medical and prescription drug coverage (with a Health Savings Account option), dental and vision coverage, life insurance for employees and families, short‑term and long‑term disability protection, retirement savings plans such as 401(k) with PNC match, pension and stock purchase plans, dependent care reimbursement, elder‑care support, adoption, surrogacy, and doula reimbursement, educational assistance for selected programs, wellness programs, and paid time off that may include maternity or parental leave, holidays, vacation days and sick leave. Equal Employment Opportunity 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 protected categories. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 and/or the Financial Industry Regulatory Authority, which prohibit the hiring of individuals with certain criminal history. Disability Accommodations If an accommodation is required to participate in the application process, please contact View email address on click.appcast.io with the subject line “accommodation request”, including your name, job ID, and preferred contact method. 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 used only to the extent required to provide necessary accommodations. PNC provides reasonable accommodations to qualified applicants and employees with disabilities. 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