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Gary Jones

VIP Customer Experience AI Engineer at WordPress VIP

@garyj Basingstoke, UK joined Dec 2010

garyjones.link github.com/GaryJones Slack: @GaryJ
    Teams Polyglots
    Languages en-gb en-ca en-au

    Bio

    I’m a Customer Experience AI Engineer in the enterprise WordPress space, currently figuring out how AI fits into the way our support and engineering teams actually do their jobs at WordPress VIP.

    Most of my recent work sits at the intersection of three things: AI inside engineering and support operations, the open-source plugins our customers rely on, and the community that holds the WordPress ecosystem together.

    On the AI side, I’ve been exploring how AI agents and MCP servers can connect to the operational tools support teams use day-to-day, from scheduling and coverage through to triage. There’s still a lot to learn here.

    On the plugin side, I review and merge contributions to VIP-owned WordPress plugins used by tens of thousands of sites. Earlier this year I helped launch customerhub.wpvip.com, a community hub for our enterprise customers.

    On the community side, as of WP 7.0 I’ve contributed to 29 of the last 39 WordPress core releases, I’m a General Translation Editor for British English on translate.wordpress.org, and I’m an organiser for WordCamp Europe (Basel 2025, Krakow 2026). I’m also a named contributor on PSR-5, the PHPDoc standard.

    Before VIP, I ran my own agency for ten years, was a long-standing contributor to the Genesis Framework, and co-hosted the UK Genesis Podcast. Earlier than that, I taught maths and IT, including a stint as a team leader for prison education. The teaching instinct still drives a lot of what I do.

    WordPress Origin Story

    I first tried WordPress while living in Malaysia from 2007 to 2008. It was definitely something different than editing .html files by hand on Geocities! I then came back to the UK and ran my own WordPress development business for 10 years.

    Badges

    CODE
    3 badges
    Core Contributor '15 Meta Contributor '15 Plugin Developer
    CONTENT
    2 badges
    Documentation Contributor '16 Photo Contributor '22
    COMMUNITY
    4 badges
    B BuddyPress Contributor '25 WordCamp Organizer '16 WordCamp Speaker '16 WordCamp Volunteer '25
    PRACTICE
    2 badges
    Accessibility Contributor '19 Support Contributor '26
    POLYGLOTS
    2 badges
    Translation Contributor '15 Translation Editor '15

    Current Job

    VIP Customer Experience AI Engineer
    Feb 2026 – Present
    WordPress VIP
    Helping VIP's support and engineering teams get the right information to the right people at the right time, through AI enablement and engineering work that improves our internal tools and customer-facing plugins.

    Job History

    Interim Support Strategic Initiatives Team Lead
    Nov 2024 – Jan 2025
    WordPress VIP
    Leading the small but mighty Ironworks team, as they deliver hiring, support project engineering, and other projects that help our Support team to do their best work.
    Support Projects Engineering Lead
    Sep 2024 – Feb 2026
    WordPress VIP
    Providing technical support and knowledge as part of the VIP Support Senior Leadership Team. Project manager for delivering a community hub to our customers.
    Premier Support Lead
    Jan 2024 – Sep 2024
    WordPress VIP
    Leading the Astrum team, supporting our Support Engineers and Customer Success Engineers as they support our enterprise customers in the WordPress space.
    Premier Engineering Lead
    Sep 2022 – Jan 2024
    WordPress VIP
    Providing engineering support across all of VIP Premier Support.
    Customer Success Engineering Lead
    Nov 2020 – Sep 2022
    WordPress VIP
    Led a team of 15 CS Engineers as they supported enterprise customers with their WordPress applications.
    Senior Software Engineer, Enterprise
    Apr 2019 – Nov 2020
    WordPress VIP
    Senior Software Engineer, Support
    Oct 2018 – Apr 2019
    WordPress VIP
    WordPress Engineer and Agency Owner
    Oct 2008 – Oct 2018
    Gamajo
    Providing technical solutions and services that add value and help businesses grow.

    Recent impact

    Score weights high-impact work (commits, releases, approved translations, props) at 3x routine activity.

    Last 30 days
    28contributions
    high13
    medium15
    score54
    Last 90 days
    58contributions
    high21
    medium37
    score100
    Last 12 months
    173contributions
    high96
    medium77
    score365

    Team focus

    Share of contributions across teams during the last 365 days

    WordPress releases

    Contributed to 29 releases
    • 7.0
    • 6.9
    • 6.8
    • 6.6
    • 6.3
    • 6.1
    • 6.0
    • 5.9
    • 5.8
    • 5.6
    • 5.5
    • 5.4
    • 5.3
    • 5.2
    • 5.1
    • 5.0
    • 4.7
    • 4.5
    • 4.4
    • 4.3
    • 4.2
    • 4.0
    • 3.9
    • 3.8
    • 3.7
    • 3.6
    • 3.5
    • 3.4
    • 3.3

    Contributions

    Type
    June 2026
    Jun 23 Tue · 16:28
    Forums med
    Posted a reply to New Authors Not Showing Up, on the site WordPress.org Forums:
    Hi @arypneta, Thanks again — the WP Engine multisite detail was exactly what was needed.…
    Jun 23 Tue · 11:31
    Forums med
    Posted a reply to Missing delimiters with 3+ authors, on the site WordPress.org Forums:
    Hi @honzamensa, Thanks for your patience. I dug into this, and I don’t think it’s…
    Jun 23 Tue · 10:10
    Polyglots high
    Reviewed 406 strings on translate.wordpress.org.
    Jun 23 Tue · 10:09
    Polyglots high
    Translated 1093 strings on translate.wordpress.org.
    Jun 22 Mon · 23:38
    Forums med
    Posted a reply to No correct user assignement after last update, on the site WordPress.org Forums:
    Hi @Bastbra, Thanks for reporting this. What you’re describing — the post falling back to…
    Jun 22 Mon · 23:36
    Forums med
    Posted a reply to Blocksy Pro Author Box doesn’t update after changing author, on the site WordPress.org Forums:
    Hi @Fierys, Good news, and you can stop the Health Check steps — we don’t…
    Jun 22 Mon · 23:35
    Forums med
    Posted a reply to Guest Author is not showing up, on the site WordPress.org Forums:
    Hi @ayoungvoice, Thanks for confirming the details — and that Quick Edit makes it display…
    Jun 22 Mon · 23:29
    Forums med
    Posted a reply to Deprecated errors when upgrading from PHP 7.4 to 8.2, on the site WordPress.org Forums:
    Hi @rsterry48, Thanks again, and no problem on the timing. Since you last looked, several…
    Jun 22 Mon · 23:28
    Forums med
    Posted a reply to New Authors Not Showing Up, on the site WordPress.org Forums:
    Hi @arypneta, Thanks for the nudge, and apologies for the delay. To be straight with…
    Jun 22 Mon · 23:27
    Forums med
    Posted a reply to Incorrect Author Display in Jetpack Newsletter Emails, on the site WordPress.org Forums:
    Hi @pateld404, Thanks for the clear reproduction — it let me trace this precisely. The…

    Developer

    3 plugins

    Contributor

    13 plugins

    Photos

    1 contribution

    View all 1 photos in the Photo Directory

    Plugins

    42 favorites

    Translations

    5 locales
    en_GB English (UK) (English) General Translation Editor Translation Contributor

    Contributed translations to 3,719 projects.

    WordPress for Android WordPress for iOS Browse Happy Forums Learn WordPress o2 Openverse Pattern Directory WordPress Plugin Directory Rosetta WordPress Theme Directory WordCamp.org WordPress.org wp20.wordpress.net Patterns edelpaper 12 Step Meeting List 2 Click Social Media Buttons 3DPrint Lite 404 Redirect Redirectioner 404 to 301 – Redirect Manager, 404 Error Logs & Notifications Smart Custom 404 Error Page a3 Portfolio a3 Responsive Slider A5 Recent Post Widget AAC Scoring ABN Lookup for Gravity Forms About Me 3000 widget Absolute Privacy Access Category Password Access Monitor Equalize Digital Accessibility Checker – WCAG, ADA, EAA and Section 508 compliance AccessiYes Accessibility Widget for ADA, EAA & WCAG Readiness Accessible Video Library Frontend Post WordPress Plugin – AccessPress Anonymous Post Social Auto Poster AccessPress Social Counter AccessPress Social Icons AccessPress Social Login Lite – Social Login WordPress Plugin AccessPress Social Share WP TFeed ACF Content Analysis for Yoast SEO Date & Time Picker for Advanced Custom Fields Date and Time Picker Field Advanced Custom Fields Page Builder ACF Recent Posts Widget ACF: TablePress

    Showing the first 48 of 3,719 projects; search above to filter the full list.

    View all on translate.wordpress.org

    en_CA English (Canada) (English) Translation Contributor

    Contributed translations to 14 projects.

    WordPress Plugin Directory Recent Posts Slider WordPress 4.3.x WordPress 4.4.x WordPress 4.5.x WordPress 4.6.x WordPress 4.7.x WordPress 4.8.x WordPress 4.9.x WordPress 5.0.x WordPress 5.1.x WordPress 5.2.x WordPress 5.3.x WordPress 7.0.x - Development

    View all on translate.wordpress.org

    en_AU English (Australia) (English) Translation Contributor

    Contributed translations to 5 projects.

    Buzz Instagram Feed WooCommerce Product Details Customiser iShop Savile Row Weaver Xtreme

    View all on translate.wordpress.org

    en_NZ English (New Zealand) (English) Translation Contributor

    Contributed translations to 2 projects.

    WordPress Plugin Directory Rosetta

    View all on translate.wordpress.org

    art_xemoji 🌏🌍🌎 (Emoji) (Emoji) Translation Contributor

    Contributed translations to 1 project.

    WordPress 7.0.x - Development

    View all on translate.wordpress.org