As a Lead Software Engineer in PNC's Retail Tech organization, you will join a dynamic team responsible for designing and managing the Genesys Cloud contact center platform. Your daily tasks will include creating IVR flows, configuring call routing, developing custom integrations with APIs, and optimizing data actions to support business operations. You will also contribute to Agile ceremonies and maintain documentation for workflows and deployment processes. The role requires expertise in Java/REST APIs, JSON/XML, SQL, and familiarity with cloud platforms like AWS/Azure along with DevOps tools such as Terraform and Archy. Ideal candidates have over five years of experience in contact center engineering, including extensive knowledge of Genesys Cloud architecture and administration, making this a critical role for supporting PNC's high-demand enterprise environment.
Design and implement IVR flows and contact routing using Genesys Cloud Architect.
Develop custom integrations with internal systems and third-party apps via Genesys Cloud APIs.
Configure and optimize data actions, reporting, and features for business teams.
Troubleshoot complex issues across voice technology, routing logic, and integration points.
Perform full platform administration including users, campaigns, scripts, prompts, and permissions.
What we're looking for
5+ years of contact center engineering experience, including at least 3 in Genesys Cloud.
Deep knowledge of Genesys Cloud architecture and administration best practices.
Expertise in call flow design, queue/campaign management, user controls, and system prompts/scripts.
Proficiency in API integrations using OAuth for secure communication.
Development skills with Java/REST APIs, JSON/XML, and SQL.
Familiarity with cloud platforms (AWS/Azure) and DevOps tools like Terraform.
Market check
Salary context
This listing doesn't show a salary. Similar roles on FindRole typically pay
$159,500–$225,100.
Peer median band
$159,500–$225,100
Median floor and ceiling across peers.
Typical midpoint (25–75%)
$155,750–$217,725
Middle half of comparable postings.
Based on 240 comparable postings.*
* 240 is the maximum number of comparable postings sampled.
Employer
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
180 open roles
on FindRole.
Listed pay typically runs
$74,750–$171,925
across 62 roles with salary data.