Infrastructure Engineer (IPC/Verint Call Recording)

Job Profile

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 Infrastructure Engineer within PNC’s ENS - Voice organization, you will be based in Pittsburgh, PA or Strongsville, OH or Dallas, TX. or Birmingham, AL. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.
Responsibilities:
1. Serve as Lead Engineer, responsible for operational oversight, maintenance, and administration of IPC and Verint Call Recording systems, and ensuring redundancy, fault tolerance, and data integrity are fully operational.
2. Lead system upgrades and migrations.
3. Demonstrate mastery in troubleshooting and resolving technical issues related to Verint solutions, provide expert-level guidance to other team members, and serve as escalation point for peers, traders, and external business units.
4. Lead collaborative working sessions with cross-functional teams to improve system performance.
5. Independently perform routine system checks to ensure peak performance in the environment.
6. Through extensive prior architecture experience, identify deficiencies in environment configuration and make recommendations to management for design and architecture improvements to further system reliability.
7. Develop, implement, and document best practices for system maintenance and operation.
Qualifications:
1. Bachelor’s degree in Computer Science, Information Systems, or a related field.
2. Proven experience with IPC trading environments and Verint Call Recording solutions.
3. Strong understanding of call center operations and technologies.
4. Excellent problem-solving skills and the ability to work under pressure.
5. Strong communication and interpersonal skills, a high degree of professionalism when working with executives and business leads, and the ability to work in a team.
6. Relevant certifications in Verint and/or other call recording solutions and call center technologies.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Applies solution design and support while consistently meeting customer needs. Leverages technical knowledge and industry experience to design, build and maintain infrastructure technology solutions.
• Develops software components and hardware for projects; aligns these with business strategies and objectives.
• Independently solves common problems and updates applications with new technology.
• Collaborates with engineers, architects, developers and other staff to meet project objectives.
• Analyzes the technological needs of customers and provides ongoing support for clients.

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.

Qualifications

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.

CompetenciesApplication Delivery Process, Consulting, Effectiveness Measurement, Industry Knowledge, IT Industry: Trends & Directions, IT Standards, Procedures & Policies, Planning: Tactical, Strategic, Problem Solving

Work ExperienceRoles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

EducationBachelors

CertificationsNo Required Certification(s)

LicensesNo Required License(s)

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.

*For more information, please click on the following links:

Time Away from Work

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

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