3 months ago
Pittsburgh, PA, USAStaff+
Base Salary
$55k - $179k/yr
Responsibilities
- Lead the technical design and development of software solutions for complex business needs.
- Design, implement, and manage Genesys Cloud IVR flows, contact routing, queue structures, campaigns, and contact lists across inbound and outbound voice, email, and SMS.
- Administer Genesys Cloud users, permissions, scripts, prompts, campaigns, and platform settings.
- Develop and maintain integrations with internal systems and third-party applications using Genesys Cloud APIs, webhooks, OAuth, and secure connectivity protocols.
- Configure and optimize data actions, reporting, and contact center features.
- Troubleshoot complex issues across voice technology, routing logic, and integration points.
- Provide technical guidance, review coding, testing, and documentation, and maintain workflow and deployment documentation.
- Participate in sprint planning, code reviews, retrospectives, and cross-functional initiatives.
Requirements
- At least 5 years of contact center engineering experience, including at least 3 years with Genesys Cloud.
- Deep knowledge of Genesys Cloud architecture, administration, and best practices.
- Strong experience with call flow design, queue and campaign management, access controls, prompts, and scripts.
- Proficiency with API integrations and OAuth for secure communication.
- Development experience with Java, REST APIs, JSON/XML, and SQL.
- Familiarity with AWS or Azure and DevOps tools such as Terraform and Archy.
- Strong troubleshooting, analytical, multitasking, collaboration, and priority-management skills.
- A bachelor's degree is typically required; comparable education, job-specific certifications, and experience may be considered in lieu of a degree.
- Preferred knowledge includes application development, cloud architectures, IVR, release management, application testing, packaged application integration, and technical troubleshooting.
Benefits
- Comprehensive medical, prescription, dental, vision, life insurance, disability, 401(k) match, pension, and stock purchase plan options.
- Dependent care reimbursement, backup child and elder care, adoption, surrogacy, doula reimbursement, educational assistance, and wellness programs 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.
- This is an in-office role based in Strongsville, Ohio; Pittsburgh, Pennsylvania; Dallas, Texas; or Birmingham, Alabama.
About PNC
We’ll help keep your money boring so your life doesn’t have to be. pnc.co/guidelines