Software Engineering Manager

PNC Bank•Denver, CO

8d•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 Software Engineering Manager within the Retail Contact Center Technology organization, you will be based in Home Location, CO. You will lead multiple engineering and delivery resources responsible for business-critical contact center platforms, including IVR, workforce management, and agent productivity capabilities. Success in this role requires strong people leadership, operational discipline, and the ability to translate business priorities into reliable, scalable technology outcomes. The ideal candidate brings a track record of building high-performing resources, improving delivery predictability, and partnering effectively across Product, Operations, Architecture, Security, and vendor teams in a complex enterprise environment.

Requirements

Demonstrated success leading multiple software engineering or technology delivery resources, with direct responsibility for people leadership and execution outcomes.
Strong experience operating in Agile environments, including planning, prioritization, dependency management, and delivery across multiple workstreams.
Experience with enterprise-scale contact center technologies, customer service platforms, or other highly available operational systems; experience with vendor-supported platforms is strongly preferred.
Proven ability to influence across technical and business stakeholders in complex, matrixed organizations.
Experience developing resources with diverse skill sets, including engineers, delivery leads, analysts, or platform specialists.
Track record of delivering reliable, scalable technology solutions and driving improvements in operational performance, quality, or customer impact.
Excellent communication, stakeholder management, and decision-making skills, with the ability to translate technical complexity into clear business context.
Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience.
At least 3 years of prior management experience is typically required.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

Agile Methodology
Application Development
Business Management
Customer Solutions
Design
Group Problem Solving
Interactive Voice Response (IVR)
Operational Metrics
Process Improvements
Release Management
Software Solutions
Team Management
User Experience (UX) Design
Agile Development
Application Delivery Process
Application Development Tools
Coaching Others
Design Thinking
IT Environment
Software Process Improvement (SPI)
System Testing

Responsibilities

Lead multiple engineering and delivery resources responsible for contact center platforms and services, ensuring clear ownership, strong execution, and alignment to business priorities.
Improve delivery predictability and engineering quality through Agile execution, dependency management, metrics, and continuous improvement practices.
Partner closely with Product, Operations, Architecture, Security, and vendors to define priorities, manage trade-offs, and deliver solutions that improve customer and agent experiences.
Oversee vendor-supported platforms and integrations, ensuring effective governance, service quality, and alignment with enterprise standards.
Use operational and engineering metrics to identify risks, remove bottlenecks, and raise reliability, scalability, and team effectiveness.
Provide leadership across a matrixed organization by influencing decisions, aligning stakeholders, and balancing near-term delivery with long-term technical health.
Ensure platforms meet expectations for availability, resilience, security, and compliance in a mission-critical enterprise contact center environment.
Manages development projects, development teams and application support functions.
Oversees multiple application programming and analysis projects which include development, installation and maintenance of application programs.
Monitors and maintains adherence and compliance to quality standards on an ongoing basis.
Maximizes staff contribution through professional growth and development, to increase teamwork and more effectively meet business needs.
Analyzes applications to ensure that all systems that are developed, meet business needs and specifications.

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.