Staff Software Engineer - Contact Center Development

Employment Type: Full-time

Position Overview

We are seeking an experienced Staff Software Engineer to join our Contact Center Development team. This role will focus on designing and overseeing the implementation of enterprise-wide Salesforce Messaging capabilities 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.

Work Arrangement: Remote. If you live within a 50-mile radius of Atlanta, Austin, Warren, or Mountain View, you are expected to report to that location three times a week, at minimum.

Responsibilities

• 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.
• 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.
• Salesforce Certified Service Cloud Consultant.

Preferred Qualifications

• Familiarity with specific tools used at GM (e.g., Jira, GitHub, Copado).
• Experience with [Information not provided in the original text].