Senior Software Engineer – Conversational AI & Messaging

GM • Warren, MI

3d • Hybrid

About The Position

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.

Requirements

• 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.
• U nderstanding 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.

Nice To Haves

• 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) architectures to ground LLM responses in enterprise data.
• Excellent verbal and written communication skills, with the ability to explain complex AI concepts to non-technical stakeholders.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level