Jobs at BNSF

Sr Software Engineer / Staff Engineer - Voice, Contact Center, IVR, and IVA Engineering (REMOTE, US, US, 00000)

Be part of a team that values safety, diversity, and excellence. 

We are one of the largest U.S. railroads transporting the nation’s freight across 28 western states and 3 Canadian provinces. As a member of our team, you will play a role in supporting the movement of essential products and materials that help feed, clothe, supply, and power communities throughout America and the world.

Job Location: REMOTE
Anticipated Start Date: 08/18/2025
Number of Positions: 2 
Salary Range: $165,000 - $375,000

The US base salary range for this full-time position is $165,000 - $375,000 plus bonus eligibility and other elements of our total rewards package.  The range represents the amount bnsf | tech reasonably expects to pay for the position based on the level, scope, and responsibilities of the role.  Individual compensation and level of position offered is determined by the hiring location and additional factors including but not limited to job-related skills, experience, and relevant education or training.  In addition to base pay, BNSF offers a comprehensive benefits package.

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

The bnsf | tech division drives innovation and efficiency by developing and maintaining advanced technological voice solutions across the enterprise. This team ensures a resilient and intelligent voice and contact center infrastructure, supports mission-critical communication platforms, and enhances customer engagement technologies. Their expertise is essential in optimizing service operations and enabling BNSF to deliver responsive, innovative, and reliable transportation experiences.

This is a full-time position. Our leaders also foster a culture where work life balance, which requires flexibility for when life happens, is important and respected.

We are seeking a skilled and innovative Voice and Omnichannel Contact Center Engineer to design, implement, and support advanced voice and contact center solutions. This role is critical in enhancing customer engagement through reliable, scalable, and intelligent communication systems. The ideal candidate will have a strong background in telephony, VoIP, and contact center platforms, along with experience in scripting, APIs, and automation. The ideal candidate should have hands-on experience with modern open-source infrastructure solutions and the ability to collaborate across teams to ensure high availability, performance, and security of systems.

You will be responsible for maintaining and evolving the voice environments, the on-premises, cloud and hybrid environment as well as collaborating with other groups for integrations with CRM and ticketing systems, and other enterprise applications.

As a Voice and Omnichannel Contact Center Engineer you will

Design, develop and integrate AI-driven features, such as intelligent call routing based on caller intent, history, and context within the contact center cloud ecosystem.
Build and maintain automated voice interaction systems using Natural Language Processing (NLP) for dynamic, human-like IVR and self-service responses.
Collaborate with DevOps and infrastructure teams to deploy and scale solutions in cloud and or hybrid environments.
Implement real-time analytics tools to monitor call metrics, sentiment, and performance, creating customizable dashboards for actionable insights using Genesys Cloud and SuccessKPI reporting capabilities.
Enable multi-channel automation by integrating AI-powered chatbots for seamless voice, text, and digital interactions across SMS, webchat, and email platforms.
Design scalable automation workflows to streamline repetitive tasks, such as ticket creation, follow-ups, and CRM updates, leveraging contact center cloud APIs and orchestration tools.
Ensure solutions are optimized for Cloud, delivering high performance and seamless integration with existing configurations and third-party systems.
Collaborate with cross-functional teams to align development with business objectives and customer satisfaction goals.
Develop and support innovative contact center systems solutions using open-source platforms.

Basic Qualifications:

Over 10 years of experience in voice systems and contact center development and support with increasing levels of responsibility.
Proven experience developing voice and contact center solutions on various CCaaS platforms and open-source platform(s).
Strong proficiency in contact center APIs, Architect flows, and scripting (e.g., Java, JavaScript, Python) for automation and AI integration for opensource or Cloud.
Familiarity with NLP frameworks and cloud-based AI services
Experience building real-time analytics and dashboards for contact center performance within CCaaS and opensource platforms.
Knowledge of multi-channel communication systems (SMS, webchat, email, social media) and omnichannel strategies.
Experience with SIP, RTP, WebRTC, and VoIP protocols.
Bring your own carrier SIP trunking.
Experience with CRM and ticketing tool integrations (e.g., Salesforce, ServiceNow) into a CCaaS environment.
Ability to deliver scalable, high-performance solutions in a cloud-based environment.
Strong problem-solving skills and attention to detail.
Master’s in computer science and/or Electrical Engineering.

Preferred Qualifications:

Experience with native AI tools (e.g., Predictive Engagement, Dialog Engine).
Understanding of contact center KPIs, and customer experience optimization.
Workforce Management configuration expertise.
Strong expertise in Java or Python and JSON for application development.
Strong expertise in FreeSWITCH, and Kamailio including dialplan scripting, and mod development.
Familiarity with speech recognition, text-to-speech, and AI-powered IVRs.
Understanding of contact center metrics and reporting tools.
Experience with Agile/Scrum methodologies
Deep Genesys Cloud and Verint experienced desired.

Please be aware of potential fraud that can occur when searching for new career opportunities. Please review our FAQ for more information and awareness.

This position will not be required to complete a pre-employment medical review.

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Special Agent - Seattle, WA (Seattle, WA, US, 98101,9810)

Be part of a team that values safety, inclusion, and excellence

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Come make a difference with us!

Learn more about BNSF and our Benefits

Job Location: Seattle
Other Potential Locations: Seattle, WA
Anticipated Start Date: 03/03/2025
Number of Positions: 2
Salary Range: $90,300 - $98,500

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

DUTIES/RESPONSIBILITIES:

Protects and safeguards company assets and resources including personnel, property and customer’s property entrusted to the company.
Conduct proficient, sensitive corporate and criminal investigations, provide accurate, detailed reports and provide court testimony when required.
Identify and properly handle trespassers on Company property and make arrests as appropriate.
Counsels and advises company officials to reduce crime and accidents and improve security; coordinates response to railroad emergencies; supervises contract security guards and trains other employees on relevant matters.
Perform aggressive crime prevention patrol of facilities, railroad property and trains, with special emphasis on TOFC/COFC, automobiles, and high value shipments.
Perform other duties as assigned

BASIC QUALIFICATIONS:

• High School diploma or GED.

• Must have satisfactorily completed basic police training at a recognized state certified academy

• Must meet peace officer commissioning standards in state in which this job is posted and be commissioned as such and maintain a valid State Peace Office License in that state.

• Must meet BNSF Resource Protection Solutions Team standards as a Special Agent

• Must have a valid driver’s license

• Must be willing and able to travel as required

• Must be able and willing to use the company’s computer system for creating reports and databases

• Must be physically and psychologically fit, able to successfully pass any required company evaluations and pass an extensive background investigation

• Must successfully complete any required company training for this position

• Must have broad knowledge of railroad industry and operations; particularly as it relates to handling emergency situations such as derailments, load securement, and like events

• Must have a broad knowledge of criminal law and procedures

• Must be able to successfully lead people, often in a stressful critical-event environment

• Must be able to meet any government or Company training and retention standards

• Must live or be willing to relocate within 50 miles of the assigned work location

• Eighteen months of successful experience as a full time peace officer with a city, county, state federal or railroad law enforcement agency required

PREFERED QUALIFICATIONS:

• Bachelor's degree

Union:

Allied Services Division, Transportation-Communications Union
Dues required per union agreement

At BNSF, you will have access to a comprehensive and competitive benefits package including:

An industry-leading 401(k) and renowned Railroad Retirement program.
A range of robust health care options for you and your dependents (including domestic partners), including medical, dental, vision, telemedicine, mental health, cancer support, and high-quality care network options.
Health care spending accounts (HSA) with employer contributions, as well as life and disability insurance, provided at no cost.
Family benefits including parental, pediatric and family building support, adoption and surrogacy reimbursement, and dependent care spending account (with employer match).
Access to discounts on travel, gym memberships, counseling services and wellness support.
Annual bonus (Incentive Compensation Program)
Generous leave / time off policies.
For more information, visit Benefits.

Please be aware of potential fraud that can occur when searching for new career opportunities. Please review our FAQ for more information and awareness.

All positions require pre-employment background verification, medical review and pre-employment drug screen. You can find more information by reviewing the Hiring Process. Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC. More information is available at https://www.tsa.gov/for-industry/twic

SF: MO | [[mfield5]] | Operations - Resource Protection | Seattle, WA | 98101,98102, 98103, 98104, 98105, 98106

Special Agent (Police) - San Bernardino, CA - HIRING BONUS (San Bernardino, CA, US, 92410)

Be part of a team that values safety, diversity, and excellence

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Come make a difference with us!

Learn more about BNSF and our Benefits

$10,000 Hiring Bonus for this position!

Job Location: San Bernardino
Other Potential Locations: San Bernardino, CA
Anticipated Start Date: 07/01/2025
Number of Positions: 8
Salary Range: $94,800 - $103,400

Bonus: $5,000 payable 30 days after hire; additional $5,000 payable 1 year after hire

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

*Relocation package may be provided for eligible candidate(s).

To learn more about our BNSF Police team, please view this video: Resource Protection

DUTIES/RESPONSIBILITIES:

Protects and safeguards company assets and resources including personnel, property and customer’s property entrusted to the company.
Conduct proficient, sensitive corporate and criminal investigations, provide accurate, detailed reports and provide court testimony when required.
Identify and properly handle trespassers on Company property and make arrests as appropriate.
Counsels and advises company officials to reduce crime and accidents and improve security; coordinates response to railroad emergencies; supervises contract security guards and trains other employees on relevant matters.
Perform aggressive crime prevention patrol of facilities, railroad property and trains, with special emphasis on TOFC/COFC, automobiles, and high value shipments.
Perform other duties as assigned