Solution Architect Sr (Collaboration Tools - MS Teams/ZOOM/WebEx/IPTV/Digital)

About this role

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 Solution Architect Sr within PNC's Technology organization, you will be based in Pittsburgh, PA or Strongsville, OH or Dallas, TX or Lakewood, CO.

Role Overview This role is responsible for designing, implementing, and supporting enterprise collaboration solutions with a strong focus on Microsoft Teams and Microsoft Teams Rooms. The position requires deep technical expertise, strong troubleshooting skills, and the ability to collaborate with cross-functional teams and vendors.

Key Responsibilities Solution Architecture & Design • Architect and design enterprise collaboration solutions centered on Microsoft Teams and Microsoft Teams Rooms (Windows and Android). • Define and enforce Teams policies, configurations, and governance frameworks. • Design, implement, and support Teams calling solutions, including PSTN integration, SIP trunks, and Session Border Controllers (SBCs). • Ensure best practices for security, scalability, performance, and user experience across collaboration environments. Implementation & Support • Configure, deploy, and optimize Microsoft Teams Rooms hardware, peripherals, and video conferencing systems. • Design and support integrations with Zoom, WebEx, IPTV, and digital signage solutions. • Utilize PowerShell scripting to automate administrative tasks and optimize system configurations. • Leverage Microsoft Entra ID, Azure Autopilot, and Intune for identity management, device enrollment, and security controls. • Monitor service health and performance using Call Quality Dashboard (CQD), analytics, and reporting tools. Operations & Incident Management • Support incident and request management using ServiceNow. • Resolve high-severity production incidents under strict SLA requirements. • Perform advanced troubleshooting using tools such as CQD, Fiddler, Wireshark, Teams logs, and Power BI. • Deliver Root Cause Analysis (RCA) documentation within 5 business days of incident closure. Collaboration & Leadership • Collaborate with internal stakeholders and external vendors on solution design, escalations, and issue resolution. • Provide mentorship, documentation, and knowledge transfer to technical teams. • Communicate complex technical concepts clearly to both technical and non-technical audiences.

Required Skills & Experience Experience • Multiple years of IT experience, with a minimum of 5 years in unified communications, collaboration technologies, or solution architecture. • Proven hands-on experience with Microsoft Teams, Teams Rooms (Windows & Android), and related collaboration platforms. Technical Skills • Strong knowledge of Azure services, including Microsoft Entra ID, Azure Autopilot, and Intune. • Experience configuring and troubleshooting Conditional Access policies and Entra ID–related issues. • Advanced proficiency in PowerShell scripting and Microsoft Graph API. • Extensive experience with Teams Voice, PSTN integration, Direct Routing, and Session Border Controllers. • Deep understanding of Teams administration, policies, and governance models. • Experience integrating or supporting Zoom, WebEx, IPTV, and digital signage platforms. • Strong troubleshooting skills using CQD, Power BI, and call quality metrics. • Familiarity with ITSM tools, preferably ServiceNow. Soft Skills • Excellent vendor management and stakeholder communication skills. • Ability to work independently and as part of a collaborative team. • Strong documentation, analytical, and problem-solving capabilities.  

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description • Develops solution architecture and resolves complex issues in a variety of projects through the implementation of requirements analysis, expertise support and project supervision. • Designs solution architecture in large or complex programs, including system and application designs, software and technical architecture, in accordance with strategies and objectives. • Provides expertise for the solution architecture team and other IT staff on a variety of issues in software designs, system architecture and solution-oriented technologies. • Communicates with clients and analyses business requirements and processes; makes recommendations, and leads in shaping future plans in solution architecture. • Oversees solution architecture project outcomes, including hardware and software design; ensures that each project phase meets overall requirements.

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.

Preferred Skills Competitive Advantages, Customer Solutions, Design, Dig

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