Senior Back-end Engineer - Phone

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Phone Team

The Phone Team at Gorgias focuses on developing and improving Voice and SMS solutions for e-commerce. Our goal is to build a top-notch phone system that supports both voice calls and text messaging, making customer interactions smooth and effective. This team is crucial in developing systems that handle voice interactions seamlessly, integrating with third-party telephony platforms, and enhancing voice automation capabilities. Here, phone systems are a vital link between customers and support services, facilitating direct voice communications and enabling efficient problem resolution.

What You'll Do

This position is for the Phone team. Your mission will be to:

• Build and enhance features within our Voice and SMS platforms to create the best phone system tailored for e-commerce environments.

• Design, develop, and deploy a futureproof infrastructure for Gorgias Voice.

• Oversee the maintenance and innovation of existing Voice and SMS infrastructure to ensure they meet the high standards for stability, functionality, and user experience.

• Collaborate with other engineering teams responsible for other Gorgias products (Apps, Automate, Convert) to integrate Voice and SMS features into a unified customer support system.

• Directly support our customers with any issues related to the Voice and SMS services on a rotational basis every 4 weeks.

Who You Are

• 6+ years of experience working as a Software Engineer

• 4+ years working with Python

• Experience working with REST APIs and web services

• Experience with Event Sourcing and data streaming technologies

• Picky about code performance and reliability

• Experience with high traffic

• Team player

Nice to Have

• Previous experience building Voice systems

• Experience with Kafka, RabbitMQ, Pub/Sub, or similar technologies

• Knowledgeable about Kubernetes

• Experience with PostgreSQL and data modelling

• Previous SaaS experience

• Previous startup experience

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com