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 skilled Software Engineer to contribute to the development of next-generation, customer-facing AI chat solutions. In this role, you will help bridge the gap between advanced Artificial Intelligence and practical customer assistance, building virtual assistants that serve General Motors customers globally. 

As a core contributor, you will be responsible for the implementation and maintenance of conversational experiences. You will exercise independent judgment to resolve non-routine problems in the Natural Language Understanding (NLU) and Generative AI space within established guidelines. You will collaborate with senior engineers and product managers to deliver performant, production-grade systems. 

What You’ll Do (Responsibilities) 

• Develop and deploy scalable, customer-facing AI chat solutions, acting as a reliable technical resource for the team’s deliverables. 

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

• Build and maintain robust integrations between chat interfaces (Web, SMS, Apple Messages for Business) and internal GM backend APIs/services. 

• Collaborate with the team by participating in code reviews, sharing knowledge with peers, and contributing to a culture of technical excellence. 

• Identify and resolve non-routine technical issues in the customer support domain, applying learned techniques and judgment to propose solutions. 

• Engage with cross-functional partners (Service Cloud, Data Science, Vehicle Engineering) to ensure proper integration of technical components. 

Your Skills & Abilities (Required Qualifications) 

• 3–5+ years of experience in software engineering with strong fluency in Python, Java, or JavaScript/TypeScript.  

• Ability to contribute to technical design discussions, make implementation decisions for distributed systems, and drive features from concept to completion.  

• Working experience designing and consuming RESTful APIs and microservices. 

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

• Understanding of AI chat solution concepts, including NLU/NLP, intent recognition, entity extraction, and dialog management. 

• Strong 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 supporting RAG (Retrieval-Augmented Generation) architectures to ground LLM responses in en