Senior Software Engineering Manager - Contact Center

Responsibilities

• Lead and manage multiple engineering and delivery teams supporting contact center platforms, including IVR, workforce management, and productivity tooling
• Serve as a people-focused leader responsible for talent development, performance management, coaching, and team health across diverse role types
• Drive consistent, high-quality delivery through Agile practices, ensuring teams meet commitments for reliability, scalability, and operational excellence
• Partner closely with Product, Operations, Architecture, and Vendors to align technology delivery with business priorities
• Oversee vendor-supported platforms, ensuring strong governance, performance, and integration within enterprise systems
• Champion continuous improvement through metrics, feedback loops, and modern engineering and delivery practices
• Influence across organizations and levels, balancing strategic direction with hands-on delivery leadership
• Ensure platforms meet enterprise standards for availability, security, and compliance in a mission-critical contact center environment
• Qualifications & Experience
• Proven experience as a senior people manager leading multiple engineering or delivery teams
• Strong background operating in Agile delivery environments, including scaling teams and managing dependencies
• Experience working with enterprise contact center technologies and vendor-supported platforms
• Ability to lead through influence and collaboration in complex, matrixed organizations
• Comfortable managing and developing teams with diverse skill sets and role types
• Track record of delivering reliable, scalable technology solutions at enterprise scale
• Excellent communication and stakeholder management skills across technical and non-technical partners
• This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.
• PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
• Job Description
• Manage a group of software engineers/managers across multiple product lines.
• Oversee the talent management of engineering talent, including recruiting, mentoring, and enabling a culture of learning with a focus on engineering craftsmanship.
• Foster technological innovation, ensuring adoption of current trends, capabilities, and practices emerging in the market. Encourage sound technology choices are made and drive innovative technology architecture and solution design.
• Identify issues, share best practices, and drive continuous improvement.
• 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.

Requirements

• 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, Contact Center Leadership, Customer Solutions, Design, Group Problem Solving, Interactive Voice Response (IVR), Process Improvements, Release Management, Software Solutions, User Experience (UX) Design, Workforce Management

Additional Information

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 Senior Software Engineering Manager within PNC's Retail Contact center organization, you will be based in Michigan, Pittsburgh, PA or Strongsville, OH or Dallas, TX or Birmingham, AL. We are seeking a Senior Software Engineering Manager to lead critical technology capabilities within the Retail Contact Center Technology organization. This is a people-first, delivery-focused leadership role responsible for scaling, guiding, and overseeing multiple engineering and delivery functions that support business-critical contact center platforms. This role provides leadership across several agile teams, partners closely with Product, Operations, and Architecture, and ensures the delivery of reliable, scalable, and continuously improving solutions in a large-scale enterprise contact center environment.

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