Staff Software Engineer

Job 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 WhatsApp.
• 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.

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