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 Principal Software Engineer within PNC's Contact center technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, Birmingham, Al or Lakewood, CO.

The Contact Center Technology organization is seeking a Principal Software Engineer to provide technical leadership for enterprise Workforce Management (WFM) platforms supporting customer service operations. This role is responsible for the architecture, modernization, integration, reliability, and strategic direction of WFM solutions, including forecasting, scheduling, intraday management, workforce analytics, agent adherence, and capacity planning.

Working closely with Contact Center Operations, Workforce Planning, Product Management, Leadership, and external partners, the successful candidate will deliver scalable, data-driven solutions that improve operational efficiency, workforce effectiveness, customer experience, and business outcomes.

Key Responsibilities
Technology Strategy & Architecture
• Define and drive the technology strategy and roadmap for Contact Center Workforce Management platforms.
• Lead modernization initiatives across forecasting, scheduling, capacity planning, and real-time workforce operations.
• Establish architecture standards and best practices for secure, scalable, highly available solutions.
• Evaluate emerging technologies, including AI and automation, to advance workforce optimization capabilities.
• Influence enterprise technology decisions that support operational excellence and customer experience improvements.
• Lead delivery of strategic initiatives using Agile methodologies and cross-functional collaboration.

Platform Engineering & Integration
• Design, develop, and oversee enterprise WFM solutions and integrations.
• Ensure platform scalability, resiliency, performance, and operational efficiency.
• Enable reliable data integration to support forecasting, scheduling, adherence, analytics, and reporting.
• Lead integrations with key platforms, including:
o Contact Center Platforms (Genesys, Avaya)
o Workforce Engagement Management (WEM) Solutions
o Telephony and IVR Systems
o Agent Desktop Platforms
o HR and Workforce Systems
o Reporting and Analytics Platforms
o AI and Automation Services

Technical Leadership
• Serve as the principal technical authority for Workforce Management platforms and related initiatives.
• Lead complex programs involving contact center technologies, workforce optimization, and operational analytics.
• Provide architectural guidance and oversight for critical technology decisions and production issues.
• Mentor engineers, architects, and technical leaders while promoting engineering excellence and continuous improvement.
• Foster adoption of modern engineering practices, automation, observability, and quality standards.

Business Partnership & Governance
• Partner with Contact Center Operations, Workforce Planning, and business leaders to align technology investments with organizational priorities.
• Translate operational needs into scalable technology solutions and measurable business outcomes.
• Act as a trusted advisor on workforce technology strategy, modernization, and innovation.
• Ensure compliance with security, regulatory, risk, and data privacy requirements.
• Partner with Risk, Compliance, and Information Security teams to support audits, controls, and remediation activities.
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Required Qualifications
Experience
• 12+ years of software engineering experience.
• 8+ years designing and delivering enterprise-scale applications and distributed systems.
• 5+ years supporting Workforce Management, Workforce Engagement Management, Contact Center, or related operational platforms.
• Proven experience leading large-scale technology initiatives across multiple teams and stakeholders.
• Demonstrated ability to influence technical strategy without direct authority.
• Experience troubleshooting and resolving complex contact center technology issues.
• Proven success partnering with Contact Center Operations and Workforce Planning teams.
• Experience developing cloud-native solutions and enterprise integrations.

Technical Expertise
Strong experience with:
• Workforce Engagement Management (WEM) platforms
• Contact Center technologies
• Microsoft SQL Server
• Jira
• PowerShell scripting and automation
• Elasticsearch
• Dynatrace
• Business Intelligence and Reporting solutions
• AI and Automation technologies

Preferred experience with:
• Alvaria / Aspect
• Avaya
• Verint
• Genesys Cloud
• Intradiem
• Salesforce
• LivePerson
• ServiceNow
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Leadership Competencies
• Strategic technology leadership and vision
• Executive communication and stakeholder management
• Cross-functional leadership and influence
• Technical mentoring and talent development
• Strong analytical and problem-solving skills
• Operational excellence mindset
• Ability to align business objectives with technology strategy
• Trusted advisor and thought leadership capabilities
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Success Profile
The successful candidate will:
• Lead the evolution of enterprise Workforce Management technology.
• Modernize and optimize WFM platforms and integrations.
• Improve forecasting accuracy, scheduling effectiveness, and workforce productivity.
• Enable data-driven operational decision-making.
• Enhance agent and customer experiences through technology innovation.
• Advance adoption of AI-enabled workforce optimization capabilities.
• Drive platform reliability, engineering excellence, and continuous improvement.
• Deliver measurable business value through strong partnerships across operations, product, and technology organizations.
The ideal candidate combines deep software engineering expertise with a strong understanding of contact center operations, workforce optimization, cloud-native architecture, Agile delivery methodologies, advanced analytics, automation, and AI-enabled workforce solutions.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

 

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

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 needed to be successful in this position.

Preferred Skills

Application Development, Atlassian JIRA, Business Management, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), Power Shell Scripting, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design, Workforce Management (WFM)

Competencies

Application Design, Architecture, Packaged Application Integration, Product and Vendor Evaluation, Software Process Improvement (SPI), System Development Life Cycle, Technical Troubleshooting

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $91,000.00 – $202,000.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 07/31/2026, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.