Job Specifications
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 represe
About the Company
General Motors' vision is to create a world with Zero Crashes, Zero Emissions and Zero Congestion, and we have committed ourselves to leading the way toward this future. Today, we are in the midst of a transportation revolution, and we have the ambition, the talent and the technology to realize the safer, better and more sustainable world we want. As an open, inclusive company, we're also creating an environment where everyone feels welcomed and valued for who they are. One team, where all ideas are considered and heard, whe...
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