Senior Software Engineering Manager – Contact Center

PNC

Senior Software Engineering Manager leading engineering and delivery teams in contact center technology. Ensuring alignment of technology delivery with business priorities and operational excellence.

Posted 5/21/2026full-timeStrongsville • Alabama, Missouri, Ohio, Pennsylvania, Texas • 🇺🇸 United StatesSenior💰 $80,000 - $217,100 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Higher level education such as a Masters degree, PhD, or certifications is desirable
Industry experience is typically 8+ years
At least 5 years of prior management experience is typically required.

Benefits

Comp & perks

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
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

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Applicant Tracking System Keywords

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Hard Skills & Tools

Agile practicesIVRworkforce managementproductivity toolingenterprise contact center technologiesscalable technology solutionsperformance managementteam healthvendor-supported platformsintegration within enterprise systems

Soft Skills

people-focused leadershiptalent developmentcoachinginfluencecollaborationcommunicationstakeholder managementstrategic directionhands-on delivery leadershipcontinuous improvement

Certifications

Masters degreePhD