Senior Software Engineer - Genesys cloud, IVR, Contact Center

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 Engineer within PNC’s Retail Tech organization, you will be based in Pittsburgh, PA, Strongsville, OH, Birmingham, AL or Dallas, TX., * 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., * Provides detailed technical design and development of software solutions using existing and emerging technology platforms.
• Proposes & designs software solutions to address complex business needs.
• Writes code, tests and deploys software.
• Prepares technical and procedural documentation required for software.
• Maintains and debugs software.

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.

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., * 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, 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

Application Development, Business Management, Contact Center Systems, Customer Solutions, Design, Genesys Framework, Group Problem Solving, Interactive Voice Response (IVR), OAuth, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

Competencies

Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting, Technical Writing/Documentation

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

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 .