Position Overview

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 within PNC's Retail Technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Birmingham, AL, Dallas TX or a home location in Texas. Responsibilities require time in the office or in the field on a regular basis. This may also be a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Qualifications
• The ideal candidate will bring extensive hands-on experience in configuring flows, call routing, API integrations, Data Tables/Actions, and Dialer. Including working knowledge on SIP and Genesys AppFoundry partners
• Experience working in an Agile development environment
• To thrive in this role, you have 5+ years of experience working on Genesys Cloud
You have 4+ years of call center experience and development, AI technologies, API integrations, Chatbots, NLP, Predictive Analysis and Machine Learning
• You have advanced experience in integrating Genesys Cloud with platforms such as Salesforce
• You have strong verbal and written communication skills, with an ability to express complex technical concepts in business terms
• You have strong analytical and problem-solving skills

Responsibilities
• As a Principal Software Engineer Principle - Genesys Cloud Developer, you will be responsible for the design, development, and support of the Genesys Cloud platform.
• You’ll be a subject matter expert on Genesys Cloud
• Enhancement, support and development of Genesys Cloud flows and call routing to increase contact center efficiency, reduce handle time and increase customer satisfaction
• You’ll develop and support our Natural Language IVR
• You’ll identify opportunities and recommend solutions for improving the overall state of the system

Job Description

• 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.

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures