Software Engineering Manager - Contact Center

Software Engineering Manager – Contact Center Technology

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 Software Engineering Manager within PNC's Retail Tech organization, you will be based in Pittsburgh, PA or Strongsville, or Dallas, TX or Birmingham, AL.

We are seeking a Software Engineering Manager to lead a development team supporting and evolving contact center technology platforms. This role requires a leader who combines strong people management skills with hands on technical depth, remaining actively involved in solution design, delivery execution, and day to day engineering operations.

This position goes beyond traditional resource management. The successful candidate will be delivery focused, technically credible, and capable of guiding engineers while partnering effectively across technology and business teams. A common sense, pragmatic leadership style is key, along with a willingness to step in where gaps exist and improve how the team operates.

Key Responsibilities:

• Lead, coach, and develop a team of engineers delivering contact center technology solutions, with an emphasis on API driven services.
• Maintain an active technical leadership role, providing guidance on architecture, code quality, and operational decisions.
• Drive consistent and predictable delivery outcomes across multiple initiatives, balancing new development with operational stability.
• Growing engineering resources, helping expand technical depth, ownership, and leadership capability.
• Partner closely with product owners, architects, platform teams, and operational partners to ensure alignment and successful execution.
• Identify gaps in skills, processes, tooling, or ownership and develop systematic and sustainable solutions to fill those gaps.
• Promote strong engineering standards across the full development lifecycle, from design and coding through deployment, support, and optimization.
• Encourage a culture of accountability, transparency, and continuous improvement within the team.

Required Technical Expertise:

• Strong experience with API development, preferably using Java and Spring Boot.
• Hands on understanding of full stack development concepts, even if primary expertise is backend focused.
• Experience across the full DevOps lifecycle, including CI/CD pipelines, automated testing, and deployment strategies.
• Working knowledge of Red Hat OpenShift and/or Kubernetes in enterprise environments.
• Proficiency with source code control systems (Git based workflows).
• Practical experience applying Agile methodologies to manage work, priorities, and delivery commitments.
• Familiarity with relational database systems, preferably Oracle Database, including schema design and performance considerations.

Tools & Platforms Experience:

• Integrated Development Environments such as IntelliJ IDEA and Microsoft Visual Studio Code.
• Atlassian tools including Jira and Confluence for delivery tracking, documentation, and collaboration.
• Experience working within full stack development teams, collaborating across frontend, backend, and platform disciplines.
• Exposure to or experience with contact center technology platforms is strongly preferred.

Bonus / Nice to Have Qualifications:

• Experience using GitHub, including pull requests, code reviews, and repository management.
• Familiarity with GitHub Copilot or similar AI assisted development tools, and the ability to leverage AI:
• Improve developer productivity and efficiency
• Assist with code reviews and technical analysis
• Support project tracking, documentation, or delivery insights
• Demonstrated interest in applying AI enabled tools thoughtfully to enhance engineering workflows and management effectiveness.

Leadership & Management Qualities:

• Delivery oriented mindset with a strong sense of ownership and accountability.
• Comfort managing multiple priorities while maintaining solid relationships with partners and stakeholders.
• Common sense, management minded leader willing to fill gaps when needed rather than operating strictly from a distance.
• Ability to recognize inefficiencies or risks and approach them with creativity, innovation, and practical solutions.
• Clear communicator who builds trust within the team and across partner organizations.
• Capable of maintaining team focus, morale, and quality while navigating changing priorities.

What Success Looks Like:

• Engineering work is delivered predictably with improving quality and stability.
• Engineers continue to grow in both technical and leadership capability.
• Cross team partners view this role as a reliable, engaged technology leader.
• Operational and delivery gaps are identified early and addressed systematically.
• The team runs a resilient development organization capable of supporting both innovation and day-to-day operations.

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.