Lead Software Engineer - Genesys Cloud, Contact Center, IVR

PNC

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Work type
On-site
Location
OH · PA · TX · AL
Posted
6 days ago
Nearby
99+ roles within 25 mi

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Similar $198k
$164k most similar roles pay here $232k

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About PNC

PNC is one of the largest diversified financial services institutions in the U.S., based in Pittsburgh, PA, it provides retail banking, corporate banking, and asset management.

PNC currently has 150 open roles on FindRole.

Listed pay typically runs $86,250–$185,900 across 57 roles with salary data.

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TL;DR · Lead Software Engineer - Genesys Cloud, Contact Center, IVR

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As a Lead Software Engineer in PNC's Retail Tech organization, you will lead the technical design and development of software solutions using Genesys Cloud for our cloud-based contact center platform. Your day-to-day responsibilities include designing IVR flows, managing user permissions, developing custom integrations with APIs, and optimizing data actions and reporting features. You will also contribute to Agile ceremonies and maintain documentation for workflows and deployment processes. This role requires deep knowledge of Genesys Cloud architecture, call flow design, and API integrations using OAuth, as well as proficiency in Java/REST APIs, JSON/XML, and SQL. Familiarity with cloud platforms like AWS/Azure and DevOps tools such as Terraform is preferred. You will work in a fast-paced environment where strong problem-solving skills are essential for managing multiple complex initiatives and collaborating effectively with stakeholders to deliver robust solutions.

Skills

Genesys Cloud Postman Git Jira Confluence Terraform AWS Azure Java REST APIs JSON XML SQL OAuth DevOps CI/CD

What you'll do

  • Design and manage IVR flows and contact routing using Genesys Cloud Architect.
  • Develop custom integrations with internal systems and third-party apps via Genesys Cloud APIs.
  • Troubleshoot complex issues across voice technology, routing logic, and integration points.
  • Configure and optimize data actions, reporting, and features for business teams.
  • Perform full platform administration including users, campaigns, scripts, prompts, permissions.

What we're looking for

  • 5+ years of contact center engineering experience, including 3+ in Genesys Cloud.
  • Deep knowledge of Genesys Cloud architecture and administration best practices.
  • Strong call flow design, queue/campaign management, and API integration skills.
  • Proficiency in Java/REST APIs, JSON/XML, SQL, and cloud platforms (AWS/Azure).
  • Troubleshooting complex issues across voice technology, routing logic, and integrations.
  • Experience with DevOps tools like Terraform, Git, Jira, and Confluence.

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