Software Engineering Manager

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We work together each day to foster an inclusive workplace culture where all employees feel respected, valued, and have an opportunity to contribute to the company’s success. As a Software Engineering Manager within the Retail Contact Center Technology organization, you will be based in Home Location, CO.

R222588.

• Lead multiple engineering and delivery resources responsible for contact center platforms and services, ensuring clear ownership, strong execution, and alignment to business priorities.
• Improve delivery predictability and engineering quality through Agile execution, dependency management, metrics, and continuous improvement practices.
• Partner closely with Product, Operations, Architecture, Security, and vendors to define priorities, manage trade-offs, and deliver solutions that improve customer and agent experiences.
• Oversee vendor‑supported platforms and integrations, ensuring effective governance, service quality, and alignment with enterprise standards.
• Use operational and engineering metrics to identify risks, remove bottlenecks, and raise reliability, scalability, and team effectiveness.
• Provide leadership across a matrixed organization by influencing decisions, aligning stakeholders, and balancing near‑term delivery with long‑term technical health.
• Ensure platforms meet expectations for availability, resilience, security, and compliance in a mission‑critical enterprise contact center environment.

• Demonstrated success leading multiple software engineering or technology delivery resources, with direct responsibility for people leadership and execution outcomes.
• Strong experience operating in Agile environments, including planning, prioritization, dependency management, and delivery across multiple work streams.
• Experience with enterprise‑scale contact center technologies, customer service platforms, or other highly available operational systems; experience with vendor‑supported platforms is strongly preferred.
• Proven ability to influence across technical and business stakeholders in complex, matrixed organizations.
• Experience developing resources with diverse skill sets, including engineers, delivery leads, analysts, or platform specialists.
• Track record of delivering reliable, scalable technology solutions and driving improvements in operational performance, quality, or customer impact.
• Excellent communication, stakeholder management, and decision‑making skills, with the ability to translate technical complexity into clear business context.

• Agile Methodology
• Application Development
• Business Management
• Customer Solutions
• Design
• Group Problem Solving
• Interactive Voice Response (IVR)
• Operational Metrics
• Process Improvements
• Release Management
• Software Solutions
• Team Management
• User Experience (UX) Design

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

Roles at this level typically require a university or 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.

Bachelors

No Required Certification(s)

No Required License(s)

Base Salary: $ – $. Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with payment based upon company, business and/or individual performance.

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)…