Position Overview

As a Software Engineering Manager within the Retail Contact Center Technology organization, you will be based in Pittsburgh, Strongsville, OH, Dallas, TX or Birmingham, AL.

You will lead multiple engineering and delivery resources responsible for business-critical contact center platforms, including IVR, workforce management, and agent productivity capabilities. Success in this role requires strong people leadership, operational discipline, and the ability to translate business priorities into reliable, scalable technology outcomes.
The ideal candidate brings a track record of building high-performing resources, improving delivery predictability, and partnering effectively across Product, Operations, Architecture, Security, and vendor teams in a complex enterprise environment.

Key Responsibilities
• Lead multiple engineering and delivery resources responsible for contact center platforms and services, ensuring clear ownership, strong execution, and alignment to business priorities.
• Improve delivery predictability and engineering quality through Agile execution, dependency management, metrics, and continuous improvement practices.
• Partner closely with Product, Operations, Architecture, Security, and vendors to define priorities, manage trade-offs, and deliver solutions that improve customer and agent experiences.
• Oversee vendor-supported platforms and integrations, ensuring effective governance, service quality, and alignment with enterprise standards.
• Use operational and engineering metrics to identify risks, remove bottlenecks, and raise reliability, scalability, and team effectiveness.
• Provide leadership across a matrixed organization by influencing decisions, aligning stakeholders, and balancing near-term delivery with long-term technical health.
• Ensure platforms meet expectations for availability, resilience, security, and compliance in a mission-critical enterprise contact center environment.

Qualifications and Experience
• Demonstrated success leading multiple software engineering or technology delivery resources, with direct responsibility for people leadership and execution outcomes.
• Strong experience operating in Agile environments, including planning, prioritization, dependency management, and delivery across multiple workstreams.
• Experience with enterprise-scale contact center technologies, customer service platforms, or other highly available operational systems; experience with vendor-supported platforms is strongly preferred.
• Proven ability to influence across technical and business stakeholders in complex, matrixed organizations.
• Experience developing resources with diverse skill sets, including engineers, delivery leads, analysts, or platform specialists.
• Track record of delivering reliable, scalable technology solutions and driving improvements in operational performance, quality, or customer impact.
• Excellent communication, stakeholder management, and decision-making skills, with the ability to translate technical complexity into clear business context.

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

• Manages development projects, development teams and application support functions.
• Oversees multiple application programming and analysis projects which include development, installation and maintenance of application programs.
• Monitors and maintains adherence and compliance to quality standards on an ongoing basis.
• Maximizes staff contribution through professional growth and development, to increase teamwork and more effectively meet business needs.
• Analyzes applications to ensure that all systems that are developed, meet business needs and specifications.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

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
Agile Methodology, Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), Operational Metrics, Process Improvements, Release Management, Software Solutions, Team Management, User Experience (UX) Design

Competencies
Agile Development, Application Delivery Process, Application Development Tools, Coaching Others, Design Thinking, IT Environment, Software Process Improvement (SPI), System Testing

Work Experience
Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 years of prior management experience is typically 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: $65,000.00 - $194,350.00

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 05/20/2026, 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.