Product Engineer responsible for tooling improvement and platform development at Cortavo. Collaborating with teams to optimize internal engineering operations and enhance tech integration.
About the role
- Lead Software Engineer developing and managing cloud-based contact center solutions at PNC. Involves infrastructure design, API integrations, and cross-team collaboration in a dynamic environment.
Responsibilities
- Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS.
- Perform full platform administration, including users, campaigns, scripts, prompts, and permissions.
- Develop and maintain custom integrations with internal systems and third-party applications using Genesys Cloud APIs (RESTful), webhooks, and secure connectivity protocols such as OAuth.
- Configure and optimize data actions, reporting, and contact center features to support business teams.
- Create and update campaigns and contact lists for outbound operations.
- Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes.
- Troubleshoot complex issues across voice technology, routing logic, and integration points.
Requirements
- 5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud (formerly PureCloud).
- Deep understanding of Genesys Cloud architecture, administration, and best practices.
- Strong experience with call flow design, queue/campaign management, user and access controls, and system prompts/scripts.
- Proficiency in API integrations, including OAuth for secure communication.
- Development experience with Java/REST APIs, JSON/XML, and SQL.
- Familiarity with cloud platforms (AWS/Azure) and DevOps tools such as Terraform/Archy.
- Strong troubleshooting, multitasking, and analytical skills in a high-demand enterprise environment.
- Ability to collaborate with stakeholders, manage priorities, and deliver solutions across multiple initiatives.
Benefits
- 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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