Artificial Intelligence Engineer

il y a 2 jours

Paris, Île-de-France Gorgias Temps plein
About Gorgias

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. Our platform offers the most integrations of any tool on Shopify (100+) and allows merchants to get setup fast, without the need for complex onboarding.

We provide a unified platform to manage every aspect of customer support on every channel. Our AI Agent can automate up to 60% of a brand's support, enabling agents to focus on high-value conversations and driving sales. Additionally, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Engineering Team Culture

We value a culture that gets stuff done, promotes ownership, teamwork, excellence, and agility. We believe in shipping high-quality solutions quickly, while also prioritizing testing, cleaning, and treating errors first. Growth and ownership are highly valued within our team.

About the Machine Learning Team

Our Machine Learning team is transforming the ecommerce landscape by automating interactions between merchants and shoppers. Our mission is to make these experiences effortless for everyone involved. The team consists of Software Engineers, Machine Learning Engineers, Product Managers, and Designers working together to advance AI-driven customer support.

Our main focus is building an AI Agent that can accurately and efficiently respond to customer inquiries and drive sales. As a company, we serve 15,000+ e-commerces, handle 1M+ merchant-shopper interactions per day, and have recently raised $30 Million Series C.

The Machine Learning Solutions

Our Machine Learning solutions are already embedded in the product: a state-of-the-art Agentic LLM pipeline that crafts answers and executes e-commerce actions, bringing value to both Gorgias and our customers at scale. This includes multiple providers (including in-house fine-tuned models), AB testing to validate prompt engineering, and a knowledge retrieval system to contextualize customer requests (ANN, rerankers, feedback loops, knowledge graphs).

We also utilize Classification Algorithms based on classical NLP to identify non-support-related emails, detect intent, and infer customer sentiments. Additionally, Clustering based on minimum cost flow problems discovers new knowledge resources from non-automated interactions, and a Product recommendation system drives sales and conversions on merchant websites.

Your Role

As part of the Machine Learning team, you will play a crucial role in developing, refining, and enabling our AI Agent. You will optimize and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support, marketing, and phone solutions.

  • Machine Learning:
    • Own the feedback, observability, and continuous training of deployed solutions/models (we use HuggingFace, Vertex, Comet ML, multiple LLM providers, and PromptLayer)
    • Work on Generative Agents, Recommender systems, and Knowledge graphs
    • Solve product-facing problems with classical NLP and/or with LLMs
    • Keep up with relevant math and computer science state-of-the-art
  • Engineering:
    • Build clear tech specs and implement solutions with domain-driven design that can scale and allow for fast, reliable, and trusted iterations
    • Maintain services (FastAPI) and cron jobs (Kubeflow)
    • Own the development life cycle (Terraform permissions, test coverage of 80%, CI/CD, k8s, Datadog, PagerDuty)
    • Collaborate in a cross-functional team
    • Maintain the ML team data pipeline (BigQuery and DBT)
    • Analyze performances post-release and help identify a path toward improvements in the next iteration
Requirements

To be successful in this role, you should have a proven track record in Machine Learning (NLP/HuggingFace/Math), software design (DDD), and developing&maintaining APIs and batch jobs. Familiarity with LLM life cycle, text-to-speech, speech-to-text, reinforcement learning, and vision is a plus.

You should also possess excellent written and verbal communication skills in English, with the ability to articulate complex concepts to both technical and non-technical stakeholders.

Benefits

We offer competitive salary & equity (90th percentile worldwide), 5-week vacation, paid sick leave, paid parental leave, MacBook Pro, personal credit card to buy lunches, private health insurance, up to €700 to set up your workstation at home, and up to €2000 of learning material per year.

We organize an online company-wide summit quarterly and offsite team retreats and company retreats annually. We prioritize diversity, equity, and inclusion, providing equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

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