Senior Software Engineer – Conversational AI & Messaging

Job Description

Work Arrangement:

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

The Role 
The Messaging and Conversational AI team is seeking a driven Senior Software Engineer to lead the development of next-generation, customer-facing AI chat solutions. In this critical role, you will bridge the gap between advanced Artificial Intelligence and practical customer assistance, designing virtual assistants that serve General Motors customers globally. 

As a technical leader, you will be responsible for the architecture and implementation of conversational experiences. You will exercise independent judgment to solve complex, non-standard problems in the Natural Language Understanding (NLU) and Generative AI space. You will work closely with product managers and other engineers to deliver performant, production-grade systems that transform how GM interacts with its customers. 

What You’ll Do: 

• Architect, develop, and deploy scalable, customer-facing AI chat solutions and virtual assistants, serving as the technical subject matter expert for the team. 

• Leverage Large Language Model (LLM) technologies to create natural, context-aware, and helpful customer interactions. 

• Design and implement robust integrations between chat interfaces (Web, SMS, Apple Messages for Business) and internal GM backend APIs/services to enable self-service capabilities. 

• Serve as a mentor to junior engineers, providing code reviews, architectural guidance, and fostering a culture of technical excellence and "One Team" collaboration. 

• Identify broad technical challenges in the customer support domain and devise innovative solutions based on limited precedent, aligning technical outcomes with business goals. 

• Partner with cross-functional teams (Service Cloud, Data Science, Vehicle Engineering) to ensure a seamless customer journey from chat to live agent handoff. 

Your Skills & Abilities (Required Qualifications): 

• 7+ years of experience in software engineering with strong fluency in Python, Java, or JavaScript/TypeScript. 

• Proven ability to lead technical design discussions, make architectural decisions for distributed systems, and drive projects from concept to production. 

• Extensive experience designing and consuming RESTful APIs and microservices. 

• Understanding of AI chat solution concepts, including NLU/NLP, intent recognition, entity extraction, and dialog management (e.g., Dialogflow, Einstein, or similar). 

• Familiarity with CI/CD pipelines, testing frameworks, and monitoring tools. 

• Excellent problem-solving skills and the ability to work in a collaborative environment. 

• Bachelor’s degree in Computer Science or equivalent professional experience. 

What Will Give You A Competitive Edge (Preferred Qualifications): 

• Direct experience with Salesforce Service Cloud, specifically implementing or configuring Salesforce Messaging for In-App and Web (MIAW). 

• Hands-on experience specifically with the Google Cloud Platform (GCP) AI stack, including Vertex AI, Agent Builder, or Dialogflow CX. 

• Experience implementing RAG (Retrieval-Augmented Generation) ar