Senior Software Engineering Manager - Contact Center

PNC•Strongsville, OH

2d•Onsite

About The Position

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 Senior Software Engineering Manager within PNC's Retail Contact center organization, you will be based in Pittsburgh, PA or Strongsville, OH or Dallas, TX or Birmingham, AL. We are seeking a Senior Software Engineering Manager to lead critical technology capabilities within the Retail Contact Center Technology organization. This is a people-first, delivery-focused leadership role responsible for scaling, guiding, and overseeing multiple engineering and delivery functions that support business‑critical contact center platforms. This role provides leadership across several agile teams, partners closely with Product, Operations, and Architecture, and ensures the delivery of reliable, scalable, and continuously improving solutions in a large‑scale enterprise contact center environment.

Requirements

Proven experience as a senior people manager leading multiple engineering or delivery teams
Strong background operating in Agile delivery environments, including scaling teams and managing dependencies
Experience working with enterprise contact center technologies and vendor-supported platforms
Ability to lead through influence and collaboration in complex, matrixed organizations
Comfortable managing and developing teams with diverse skill sets and role types
Track record of delivering reliable, scalable technology solutions at enterprise scale
Excellent communication and stakeholder management skills across technical and non-technical partners
Bachelors degree
At least 5 years of prior management experience is typically required.

Nice To Haves

Agile Methodology
Application Development
Business Management
Contact Center Leadership
Customer Solutions
Design
Group Problem Solving
Interactive Voice Response (IVR)
Process Improvements
Release Management
Software Solutions
User Experience (UX) Design
Workforce Management (WFM)
Agile Development
Application Development Tools
Coaching Others
Continuous Learning
Design Thinking
Emerging Technologies
Influencing
Innovation

Responsibilities

Lead and manage multiple engineering and delivery teams supporting contact center platforms, including IVR, workforce management, and productivity tooling
Serve as a people-focused leader responsible for talent development, performance management, coaching, and team health across diverse role types
Drive consistent, high-quality delivery through Agile practices, ensuring teams meet commitments for reliability, scalability, and operational excellence
Partner closely with Product, Operations, Architecture, and Vendors to align technology delivery with business priorities
Oversee vendor-supported platforms, ensuring strong governance, performance, and integration within enterprise systems
Champion continuous improvement through metrics, feedback loops, and modern engineering and delivery practices
Influence across organizations and levels, balancing strategic direction with hands-on delivery leadership
Ensure platforms meet enterprise standards for availability, security, and compliance in a mission‑critical contact center environment
Manage a group of software engineers/managers across multiple product lines.
Oversee the talent management of engineering talent, including recruiting, mentoring, and enabling a culture of learning with a focus on engineering craftsmanship.
Foster technological innovation, ensuring adoption of current trends, capabilities, and practices emerging in the market.
Encourage sound technology choices are made and drive innovative technology architecture and solution design.
Identify issues, share best practices, and drive continuous improvement.

Benefits

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) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service