Lead Software Engineer - Genesys Cloud, Contact Center, IVR

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 Lead Software Engineer within PNC's Retail Tech organization, you will be based in Strongsville, OH, Pittsburgh, PA, Dallas, TX or Birmingham, AL. 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. Key Responsibilities: • 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 intern [... source excerpt omitted ...] dologies 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 appropri [... source excerpt omitted ...] ons/licensures needed to be successful in this position. Preferred Skills Application Development, Atlassian Confluence, Atlassian JIRA, Business Management, Cloud Architectures, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), 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 Work Experience Roles at this level typically require a university / college degree, with 3+ years of relevant