Software Engineer Principal

PNC Bank•Denver, CO

17d•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 Principal Software Engineer within PNC's Contact center technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, Birmingham, Al or Lakewood, CO. The Contact Center Technology organization is seeking a Principal Software Engineer to provide technical leadership for enterprise Workforce Management (WFM) platforms supporting customer service operations. This role is responsible for the architecture, modernization, integration, reliability, and strategic direction of WFM solutions, including forecasting, scheduling, intraday management, workforce analytics, agent adherence, and capacity planning. Working closely with Contact Center Operations, Workforce Planning, Product Management, Leadership, and external partners, the successful candidate will deliver scalable, data-driven solutions that improve operational efficiency, workforce effectiveness, customer experience, and business outcomes.

Requirements

12+ years of software engineering experience.
8+ years designing and delivering enterprise-scale applications and distributed systems.
5+ years supporting Workforce Management, Workforce Engagement Management, Contact Center, or related operational platforms.
Proven experience leading large-scale technology initiatives across multiple teams and stakeholders.
Demonstrated ability to influence technical strategy without direct authority.
Experience troubleshooting and resolving complex contact center technology issues.
Proven success partnering with Contact Center Operations and Workforce Planning teams.
Experience developing cloud-native solutions and enterprise integrations.
Strong experience with: Workforce Engagement Management (WEM) platforms, Contact Center technologies, Microsoft SQL Server, Jira, PowerShell scripting and automation, Elasticsearch, Dynatrace, Business Intelligence and Reporting solutions, AI and Automation technologies.
Bachelors degree.
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.

Nice To Haves

Preferred experience with: Alvaria / Aspect, Avaya, Verint, Genesys Cloud, Intradiem, Salesforce, LivePerson, ServiceNow.

Responsibilities

Define and drive the technology strategy and roadmap for Contact Center Workforce Management platforms.
Lead modernization initiatives across forecasting, scheduling, capacity planning, and real-time workforce operations.
Establish architecture standards and best practices for secure, scalable, highly available solutions.
Evaluate emerging technologies, including AI and automation, to advance workforce optimization capabilities.
Influence enterprise technology decisions that support operational excellence and customer experience improvements.
Lead delivery of strategic initiatives using Agile methodologies and cross-functional collaboration.
Design, develop, and oversee enterprise WFM solutions and integrations.
Ensure platform scalability, resiliency, performance, and operational efficiency.
Enable reliable data integration to support forecasting, scheduling, adherence, analytics, and reporting.
Lead integrations with key platforms, including: Contact Center Platforms (Genesys, Avaya), Workforce Engagement Management (WEM) Solutions, Telephony and IVR Systems, Agent Desktop Platforms, HR and Workforce Systems, Reporting and Analytics Platforms, AI and Automation Services.
Serve as the principal technical authority for Workforce Management platforms and related initiatives.
Lead complex programs involving contact center technologies, workforce optimization, and operational analytics.
Provide architectural guidance and oversight for critical technology decisions and production issues.
Mentor engineers, architects, and technical leaders while promoting engineering excellence and continuous improvement.
Foster adoption of modern engineering practices, automation, observability, and quality standards.
Partner with Contact Center Operations, Workforce Planning, and business leaders to align technology investments with organizational priorities.
Translate operational needs into scalable technology solutions and measurable business outcomes.
Act as a trusted advisor on workforce technology strategy, modernization, and innovation.
Ensure compliance with security, regulatory, risk, and data privacy requirements.
Partner with Risk, Compliance, and Information Security teams to support audits, controls, and remediation activities.
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; and years of service.