Staff Software Engineer - Phone

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15000 ecommerce brands Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations Gorgiass conversational AI understands your brand tools policies and customers to drive personalized 1to1 conversations from editing orders and initiating returns to making product recommendations. Gorgias where every customer interaction feels personal support becomes sales and conversations shape success.

About the Team

The Phone Team at Gorgias is responsible for building and optimizing our voice and SMS communication features ensuring highquality phone support for ecommerce brands worldwide. The team values technical excellence innovation and collaboration working closely with AI and product teams to enhance customer interactions.

Current projects include Call Transcription and Summarization Live Call Queue Dashboards and scaling our eventdriven architecture for enterprisegrade call volume.

About the Role

Were looking for a Staff Engineer to lead the evolution of our Phone system. This role is perfect for someone who thrives in highscale realtime systems enjoys mentoring engineers and is passionate about building seamless voice and SMS experiences for users. Youll drive technical decisions shape our architecture and help scale our telephony infrastructure.

What Youll Do

• Architect and develop scalable highperformance voice and SMS communication systems.

• Lead technical initiatives mentoring engineers and driving best practices in distributed systems.

• Feature development of new capabilities like Call Transcription and Summarization Live Call Queue Dashboards and advanced telephony functionalities.

• Extend Voice and SMS features with AI capabilities and ecommerce platform integrations.

• Optimize performance and reliability ensuring our systems handle increasing traffic demands.

• Enhance user experience working with product and design teams on seamless Phone configuration.

• Innovate with emerging technologies keeping Gorgias at the forefront of telephony solutions.

Who You Are

• 7 years of experience building and scaling hightraffic realtime communication systems.

• 4 years of handson Python development FastAPI Flask.

• Experience with eventdriven architectures (Kafka Flink RabbitMQ Pub/Sub).

• Strong background in PostgreSQL Redis ClickHouse Elasticsearch.

• Experience with GCP Kubernetes Terraform Datadog Sentry PagerDuty.

• Proven ability to lead complex projects and mentor engineering teams.

• Excellent problemsolving skills and a datadriven approach to decisionmaking.

• Nice to have: TypeScript (React) experience for fullstack collaboration.

Interview process

Our interview process consists of 4 main steps and typically takes around two weeks from the initial screening to the offer stage with feedback provided every 48 hours.

1. Meet one of our tech recruiters 30 minutes)

2. Meet the Hiring Manager 45 minutes)

3. Technical Stage: Live System design assessment 60 minutes)

4. Engineering Culture 60 minutes)

5. Meet the CTO and cofounder 30 minutes)

After completing these steps we conduct reference checks before extending an offer.

Perks and Benefits

• 5week vacation plus 2 weeks RTT

• Paid sick leave

• 6 weeks full remote/year

• Paid parental leave 16 weeks)

• 50 of public transportation reimbursed

• MacBook Pro

• Personal credit card to buy lunches (we useSwile

• We provide private health insurance (we useAlan

• Get up to 700 to set up your workstation at home (working from home should feel breezy)

• Get up to 2000 of learning material and wellness support per year! This includes 1500 for learning material (such as books courses and individual coaching sessions) directly linked to your job scope as well as a 500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• Every quarter we organize an online companywide summit to discuss where were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

Diversity & Inclusion at GorgiasWe celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds experiences and perspectives. At Gorgias we believe that diverse teams drive innovation and better decisionmaking. We do not discriminate based on race color religion gender identity sexual orientation disability age or any other protected status.If you need accommodations to participate in the application or interview process perform essential job functions or access other employment benefits please contact us at . Lets grow together!