Principal AI Engineer

Principal AI Engineer

We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re‑engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.

To win, we focus relentlessly on:

• Quality: conversations that feel authentic and on-brand.
• Experience: effortless shopping from chat to checkout.
• Re-engagement: personal, 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

Team & Context

Gorgias is an AI-first company building products powered by LLMs and agent-based systems.

As we scale our AI capabilities, we need to improve how we evaluate, iterate, and operate these systems in production. Today, parts of this process remain manual or fragmented, especially around prompt iteration, validation, and evaluation workflows.

This role will focus on building and scaling the systems that support AI evaluation and iteration, helping the team move faster and more reliably.

About the Role

You’ll have a chance to:

• Work on production AI systems used by thousands of businesses
• Define how we evaluate and improve AI performance at scale
• Build internal platforms and tooling used by AI and engineering teams
• Reduce manual processes and improve iteration speed on AI features
• Collaborate across AI, ML, and product teams
• Raise the engineering bar and mentor others

What You’ll Do

• 1. Architect the Evaluation "Factory"
  • End-to-End Platform Ownership: Architect and lead the development of our internal evaluation platform, moving the needle from manual testing to a fully automated lifecycle (from LLM-as-a-judge creation to production monitoring).
  • Accelerate Time-to-Market: Directly impact our primary KPI by designing tools and workflows that drastically reduce the time it takes to deliver a calibrated, production-ready agent.
  • Infrastructure Collaboration: Partner with the Orchestration team to build the robust,