Software Engineering Manager

Position OverviewAt 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 the Retail Contact Center Technology organization, you will be based in Home Location, CO.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 DescriptionManages 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.QualificationsSuccessful 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 SkillsAgile 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) Desi