Software Engineer Principal (Genesys Cloud)

2 months ago

Pittsburgh, PA, USAStaff+

Responsibilities

Design, develop, configure, and support Genesys Cloud CX solutions for Treasury Management contact center capabilities.
Align business strategy with software solutions and translate complex business needs into technical solutions.
Design and code software solutions addressing complex business needs and oversee related technical and procedural documentation.
Design IVR and call flows and work with routing, queues, workforce management concepts, Data Actions, and API integrations.
Integrate Genesys Cloud with enterprise platforms such as CRM systems and ServiceNow.
Lead complex problem solving and provide technical guidance and support to colleagues and solution-development teams.
Support scalable, secure, high-performing omni-channel customer engagement solutions.
Apply modern principles, methodologies, and tools to advance business initiatives and capabilities.

Strong experience with Genesys Cloud CX platform development.
Genesys Cloud certifications such as Architect, Professional, or Outbound are required as examples of relevant qualifications.
Experience migrating from legacy platforms such as Genesys PureConnect or Engage.
Knowledge of omni-channel customer engagement solutions.
Experience with NLP/NLU or bot integrations.
Experience with IVR and call-flow design, routing, queues, workforce-management concepts, Data Actions, and API integrations.
Proficiency with REST APIs, JSON, and Java, JavaScript, or similar languages.
Experience integrating with enterprise platforms such as CRM systems and ServiceNow.
Experience working in enterprise-scale environments.
Strong analytical, problem-solving, communication, stakeholder-management, and business-to-technical translation skills.
Typically requires a bachelor’s degree and 5+ years of industry-relevant experience; comparable education, job-specific certifications, and experience may be considered in lieu of a degree.

Medical and prescription drug coverage with a Health Savings Account feature, dental and vision options, life insurance, and short- and long-term disability protection.
401(k) with PNC match, pension, stock purchase plans, dependent-care reimbursement, backup child/elder care, and adoption, surrogacy, and doula reimbursement.
Educational assistance, including select fully paid programs, plus a wellness program with financial incentives.
Paid maternity and/or parental leave, up to 11 paid holidays, 9 occasional absence days, and 15 to 25 vacation days depending on career level and eligibility.
Full-time and part-time benefit options vary by eligibility.
In-office position based in Pittsburgh, Pennsylvania.
PNC will not provide employment-visa sponsorship or participate in STEM OPT for this position.

10,000+ employees

We’ll help keep your money boring so your life doesn’t have to be. pnc.co/guidelines