Software Engineer - IVR Testing

PNC Bank•Phoenix, AZ

23h•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 Bilingual QA Tester within PNC's Retail Tech organization, you will be based in Pittsburgh, PA or Cleveland, OH or Dallas, TX or Birmingham, AL or Phoenix, AZ. Bilingual QA Tester (Spanish/English) – IVR Testing Summary: Seeking a bilingual (Spanish/English) QA Tester to support IVR and call flow testing for contact center applications. The role focuses on validating customer call journeys, prompts, routing, and language accuracy across English and Spanish experiences. Develops, tests and implements software solutions. Designs software solutions to address business needs. Writes code, tests and deploys software. Prepares technical and procedural documentation required for software. Maintains and debugs software. 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.

Requirements

Fluent in Spanish and English (spoken and written)
QA testing experience, preferably in IVR/contact center systems
Strong attention to detail and clear communication skills

Nice To Haves

Application Development
Bilingual Communications
Business Management
Contact Center Systems
Customer Solutions
Design
Group Problem Solving
Interactive Voice Response (IVR)
Process Improvements
Quality Assurance Testing
Release Management
Software Solutions
User Experience (UX) Design

Responsibilities

Execute manual IVR and call flow testing in English and Spanish
Validate prompts, menus, routing logic, and error handling
Ensure Spanish translations are accurate and customer-appropriate
Document defects and support release validation

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