Software Engineering Manager - Contact Center

PNC • Birmingham, AL

2d • $65,000 - $194,350 • 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 PNC's Retail Tech organization, you will be based in Pittsburgh, PA or Strongsville, or Dallas, TX or Birmingham, AL. Software Engineering Manager – Contact Center Technology We are seeking a Software Engineering Manager to lead a development team supporting and evolving contact center technology platforms. This role requires a leader who combines strong people management skills with hands on technical depth, remaining actively involved in solution design, delivery execution, and day to day engineering operations. This position goes beyond traditional resource management. The successful candidate will be delivery focused, technically credible, and capable of guiding engineers while partnering effectively across technology and business teams. A common sense, pragmatic leadership style is key, along with a willingness to step in where gaps exist and improve how the team operates.

Requirements

• Strong experience with API development, preferably using Java and Spring Boot.
• Hands on understanding of full stack development concepts, even if primary expertise is backend focused.
• Experience across the full DevOps lifecycle, including CI/CD pipelines, automated testing, and deployment strategies.
• Working knowledge of Red Hat OpenShift and/or Kubernetes in enterprise environments.
• Proficiency with source code control systems (Git based workflows).
• Practical experience applying Agile methodologies to manage work, priorities, and delivery commitments.
• Familiarity with relational database systems, preferably Oracle Database, including schema design and performance considerations.
• Integrated Development Environments such as IntelliJ IDEA and Microsoft Visual Studio Code.
• Atlassian tools including Jira and Confluence for delivery tracking, documentation, and collaboration.
• Experience working within full stack development teams, collaborating across frontend, backend, and platform disciplines.
• Delivery oriented mindset with a strong sense of ownership and accountability.
• Comfort managing multiple priorities while maintaining solid relationships with partners and stakeholders.
• Common sense, management minded leader willing to fill gaps when needed rather than operating strictly from a distance.
• Ability to recognize inefficiencies or risks and approach them with creativity, innovation, and practical solutions.
• Clear communicator who builds trust within the team and across partner organizations.
• Capable of maintaining team focus, morale, and quality while navigating changing priorities.
• Bachelors degree.
• At least 3 years of prior management experience.

Nice To Haves

• Exposure to or experience with contact center technology platforms is strongly preferred.
• Experience using GitHub, including pull requests, code reviews, and repository management.
• Familiarity with GitHub Copilot or similar AI assisted development tools, and the ability to leverage AI: Improve developer productivity and efficiency, Assist with code reviews and technical analysis, Support project tracking, documentation, or delivery insights
• Demonstrated interest in applying AI enabled tools thoughtfully to enhance engineering workflows and management effectiveness.

Responsibilities

• Lead, coach, and develop a team of engineers delivering contact center technology solutions, with an emphasis on API driven services.
• Maintain an active technical leadership role, providing guidance on architecture, code quality, and operational decisions.
• Drive consistent and predictable delivery outcomes across multiple initiatives, balancing new development with operational stability.
• Growing engineering resources, helping expand technical depth, ownership, and leadership capability.
• Partner closely with product owners, architects, platform teams, and operational partners to ensure alignment and successful execution.
• Identify gaps in skills, processes, tooling, or ownership and develop systematic and sustainable solutions to fill those gaps.
• Promote strong engineering standards across the full development lifecycle, from design and coding through deployment, support, and optimization.
• Encourage a culture of accountability, transparency, and continuous improvement within the team.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior