Description Work Arrangement:

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to Austin, TX, Warren, MI, or Sunnyvale, CA, three times per week.

The Role:

We are seeking an experienced Staff Software Engineer to join our Contact Center Development team. This Software Engineer will design and oversee the implementation of our enterprise-wide Salesforce Messaging capabilities to continue to drive digital first solutions. You will define the architecture for embedded service, multi-channel engagement (Web, In-App, SMS, Apple Messages for business), intelligent routing, Einstein Bots, and more, ensuring robust, scalable, and forward-looking solutions within our Service Cloud ecosystem.

What You'll Do:

• Architect end-to-end Salesforce Messaging solutions, defining the technical structure for embedded service deployments, various communication channels, Omni-Channel routing, skills management, Einstein Bots, and related components.
  • Develop and maintain the overall technical architecture and roadmap for Salesforce Messaging features, ensuring alignment with broader platform strategy and business goals.
  • Provide expert technical leadership and direction to development teams and managers on design patterns, configuration best practices, limitations, and advanced implementation techniques for Messaging.
  • Design robust and scalable solutions for complex requirements involving Flows, permissions, personas, and potential integrations related to messaging.
  • Establish and govern technical standards, best practices, and design patterns specifically for the Salesforce Messaging implementation.
  • Ensure solutions adhere to Salesforce governor limits and optimize for performance, scalability, security, and maintainability.
  • Create comprehensive technical design documentation, including solution blueprints, data models, integration points, and sequence diagrams.
  • Evaluate emerging Salesforce technologies and third-party applications, providing recommendations for adoption.
  • Collaborate closely with business stakeholders, Product Owners, Enterprise Architects, and other Solution Architects to align technical solutions with business requirements.
  • Oversee the technical integrity of Messaging solutions through the development lifecycle, including deployment and release phases.
  • Serve as the ultimate subject matter expert for Salesforce Messaging architecture and capabilities within GM.

Required Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field, or significant equivalent experience.
  • 7+ years of experience within the Salesforce ecosystem, with at least 3+ years in a Salesforce Architect or comparable technical leadership role.
  • Deep, demonstrable expertise in Salesforce Service Cloud and the Salesforce Messaging/Digital Engagement suite (Chat, Omni-Channel, Einstein Bots, Flow, configuration of various channels).
  • Proven track record of designing scalable, secure, and high-performance solutions on the Salesforce platform, particularly for large enterprises.
  • Strong understanding of Salesforce architectural principles, platform limitations, governor limits, and integration patterns.
  • Experience designing complex automation using Salesforce Flow and understanding its implications within a large instance.
  • Expertise in Salesforce security models, data structures, and sharing mechanisms (permissions, profiles, roles, personas).
  • Excellent analytical, problem-solving, and technical documentation skills.
  • Ability to effectively communicate complex technical concepts to diverse audiences (technical teams, business stakeholders, leadership).
  • Salesforce Certified Application Architect and/or System Architect.
  • Familiarity with specific tools used at GM (e.g., Jira, GitHub, Copado).

Preferred Qualifications:

• Experience architecting solutions involving specific channels like SMS (using Digital Engagement), Apple Messages for Business, or Whats App.
  • Salesforce Certified Service Cloud Consultant.
  • Experience designing solutions leveraging Einstein AI features beyond basic Bots and/or implementing Agentforce solutions.
  • Proven experience with agile software development lifecycle and DevOps principles and tools like Copado.
  • Experience architecting solutions within highly complex Salesforce environments.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

A company vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Compensation:

: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.

• The salary range for this role is 195,000 to 298,800. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us:

We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us email protected or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.