Machine Learning Engineer

About the role

You will own the design and execution of machine learning systems that power Gorgias's Conversational Commerce platform across the entire customer journey. This role is responsible for delivering high-impact solutions that make conversations between brands and shoppers feel personal, seamless, and intelligent. You will work at the intersection of product, engineering, and data to ensure our AI Agent can sell, support, and re-engage at scale. Your contributions will directly influence how 15K+ e-commerce businesses interact with their customers every day. You will be accountable for translating business goals into robust machine learning pipelines that drive measurable outcomes in conversational success. Ultimately, you will help define the future of ecommerce by proving that AI-powered conversations are the most effective way to build customer relationships.

Key facts

What you'll do

• Architect and maintain feedback loops, observability, and continuous training frameworks for deployed systems and models hosted on Hugging Face, Vertex AI, and multiple LLM providers.
• Engineer and optimize agentic LLM systems, retrieval-augmented generation (RAG) pipelines, and NLP classifiers that power high-stakes e-commerce decisions.
• Solve complex product-facing problems by applying classical NLP techniques and state-of-the-art LLM-based approaches in production environments.
• Research, evaluate, and integrate advances in mathematics and computer science to keep our AI agent at the forefront of conversational accuracy and safety.
• Maintain and scale the ML team's core data infrastructure, including BigQuery and dbt, to ensure reliable and efficient data flows for model training and analysis.
• Translate ambiguous product requirements into clear technical specifications and implement scalable, domain-driven solutions that support rapid and safe iteration.
• Build and maintain robust services that uphold reliability, performance, and security standards across Gorgias's customer-facing platforms.
• Own the full development lifecycle of machine learning features, from experimentation and prototyping to deployment, monitoring, and post-release analysis.
• Act as a bridge between machine learning, software engineering, and product management to deliver machine learning as a service across the organization.
• Collaborate closely with data engineers, software engineers, and product managers to refine requirements, align on success metrics, and incorporate actionable feedback.
• Analyze post-release performance of ML systems using quantitative and qualitative signals to identify improvements and drive next-generation iterations.
• Contribute directly to a mission where every brand has its own intelligent agent that understands and responds to customers in a human-like way.
• Help process and improve over 1M merchant-shopper interactions per day while supporting 15K+ e-commerce businesses worldwide.
• Work within a recently funded environment with a $30 million Series C backing to accelerate product development and technical innovation.
• Ensure that quality, experience, and re-engagement remain at the center of every conversational feature you enable.
• Support the expansion of conversational shopping by making AI-driven customer support more efficient and commercially valuable.
• Play a key role in validating ideas through rigorous A/B testing of prompts, models, and architectural choices.

Requirements

• You hold a Master's degree in a STEM field (science, technology, engineering, or mathematics) or a related field that demonstrates deep analytical training.
• You bring a proven track record of at least 5 years in machine learning and software development, with hands-on experience designing and operating LLM applications in production.
• You have direct experience building and maintaining RAG systems, agentic workflows, and NLP classifiers that serve real-world traffic at scale.
• You are proficient in Python and fluent with modern machine learning frameworks and software engineering tools essential for deploying reliable ML systems.
• You have substantial experience working with cloud platforms, and familiarity with GCP is a valuable advantage in your day-to-day work.
• You communicate complex technical concepts clearly to both technical and non-technical audiences, ensuring alignment across teams and stakeholders.
• You are comfortable navigating ambiguous product problems and turning them into well-defined experiments that can be measured and iterated upon.
• You understand the importance of reliability, safety, and observability when deploying machine learning solutions that impact customer-facing commerce flows.

Nice to have

• Experience contributing to open-source machine learning or NLP projects that demonstrate engineering rigor and collaboration.
• A background in e-commerce, conversational interfaces, or customer support platforms that provides context for domain-specific challenges.
• Familiarity with techniques for evaluating and improving the factual accuracy and coherence of LLM-generated responses.
• Experience working in fast-paced, high-growth environments where data-driven decisions are essential.

Practical notes

• Based in Paris.
• Full-time engagement.
• Perks and benefits include a competitive salary and equity structured at the 90th percentile worldwide; further details are available through our public salary calculator.