Software Engineer Principal (Genesys Cloud)
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 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 PureConnect 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 IVR / call flow design
- Experience with Routing, queues, and workforce management concepts
- Experience with Data Actions and API integrations
- Proficiency in REST APIs / JSON
- Proficiency in Java / JavaScript or similar languages
- Experience integrating with enterprise platforms (CRM, ServiceNow, etc.)
Nice To Haves
- Application Development
- Business Management
- Customer Solutions
- Design
- Group Problem Solving
- Process Improvements
- Release Management
- Software Solutions
- User Experience (UX) Design
Responsibilities
- 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.
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
- years of service
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What This Job Offers
Job Type
Full-time
Career Level
Principal
