Staff Software Engineer - Phone

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 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 high-quality phone support for e-commerce 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 event-driven architecture for enterprise-grade call volume.

About the Role 👇

We’re looking for a Staff Engineer to lead the evolution of our Phone system. This role is perfect for someone who thrives in high-scale, real-time systems, enjoys mentoring engineers, and is passionate about building seamless voice and SMS experiences for users. You'll drive technical decisions, shape our architecture, and help scale our telephony infrastructure.

What You’ll Do 👇

• Architect and develop scalable, high-performance 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 e-commerce 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 high-traffic, real-time communication systems.

• 4+ years of hands-on Python development (FastAPI, Flask).

• Experience with event-driven 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 problem-solving skills and a data-driven approach to decision-making.

• Nice to have: TypeScript (React) experience for full-stack 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 co-founder (30 minutes)

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

Perks and Benefits

• 🏖️ 5-week 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 use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ 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 company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

Diversity & Inclusion at Gorgias
We 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 decision-making. 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 accommodation@gorgias.com. Let’s grow together!