Software Engineer Principal; Genesys Cloud

Position: Software Engineer Principal (Genesys Cloud)
** 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 Software Engineer Principal (Genesys Cloud) within PNC's Treasury Solutions organization, you will be based in Pittsburgh, PA.

The Software Engineer Principal (Genesys Cloud) is responsible for the design, development, configuration, and support of Genesys Cloud CX (CCaaS) solutions supporting Treasury Management contact center capabilities. This role partners with business, architecture, and engineering teams to deliver scalable, secure, and high-performing omni-channel customer engagement solutions.

Requirements:

- Genesys Cloud certifications (e.g., Architect, Professional, Outbound).

- Experience migrating from legacy platforms (e.g., Genesys Pure Connect or

Engage).

- Knowledge of omni-channel customer engagement solutions.

- Experience with NLP/NLU or bot integrations.

- Strong analytical and problem-solving skills.

- Ability to translate complex business needs into technical solutions.

- Excellent communication and stakeholder management.

- Experience working in enterprise-scale environments.

- Strong experience with Genesys Cloud CX (GCX) platform development

- Experience with :

o IVR / call flow design

o Routing, queues, and workforce management concepts

o Data Actions and API integrations

- Proficiency in:

o REST APIs / JSON

o Java / JavaScript or similar languages

- Experience integrating with enterprise platforms (CRM, Service Now, etc.)

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

** Job Description*
* + Aligns business strategy with software solutions.

+ Proposes, designs & codes software solutions to address complex business needs. Oversees technical and procedural documentation required.

+ Leads complex problem solving.

+ Provides technical guidance and support to colleagues and solution development.

+ Displays an innovative approach to apply modern principles, methodologies and tools to advance business initiatives and capabilities.

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.

** Qualifications*
* 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, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

** Competencies*
* Application Design, Architecture, Packaged Application Integration, Product and Vendor Evaluation, Software Process Improvement (SPI), System Development Life Cycle, Technical Troubleshooting

** Work Experience*
* Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

** Education*
* Bachelors

**…