Position Overview

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.

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 SkillsApplication 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)

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

Work ExperienceRoles 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.

EducationBachelors

CertificationsNo Required Certification(s)

LicensesNo 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) wit