Job Description

About Us Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI , companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention. Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit . The Opportunity We’re seeking a Senior Sales Engineer with deep technical acumen and strong business presence to lead the pre-sales engagement for our Conversational AI and Generative AI solutions. You'll partner closely with Sales, Product, and Customer teams to design and deliver compelling technical narratives and solutions that leverage GenAI for post-call quality automation , interaction analytics , and real-time agent assist (Agent Guidance, next-best action, knowledge retrieval). This is a high-impact role, ideal for someone who thrives at the intersection of AI innovation, customer value, and strategic selling. What you’ll be doing Lead technical discovery sessions with enterprise customers to deeply understand their contact center environment, compliance requirements, VoiceAI, real-time agent requirements, QA workflows, and operational goals. Design and deliver customized, value-driven demos and POVs showcasing: Intent recognition and interaction categorization (L1,L2,&L3) using intent, sentiment, and behavioral models Automated call quality scoring using machine learning and rule-based models GenAI-powered call summarization , compliance checks, and coaching recommendations LLM-based intent/sentiment detection , behavioral insights, and escalation triggers Build and maintain enterprise demo environments that simulate real-world contact center processes: Integrate LLMs for post-call transcript analysis and automated scoring explanations Use speech-to-text engines and language models for generating insights Demonstrate auto-scoring based on ML classifiers , thresholds, and QA rubrics Develop pre-packaged demo assets that highlight: Next-best action flows for real-time agent assist Knowledge surfacing using retrieval-augmented generation (RAG) API-based integrations with CRMs, case management, and QA tools Collaborate closely with Product and Engineering to bring customer feedback into roadmap conversations. Educate and advise prospects and customers on how to implement GenAI in real-world QA use cases across regulated industries (e.g., financial services, healthcare, insurance). Assist Sales in defining value realization metrics and building business cases tied to productivity, compliance, and customer experience KPIs. Serve as a technical and strategic advisor during pilot programs, ensuring success criteria for post-call quality automation and agent performance insights are met What you bring to the role 3+ years in a Sales Engineering, Solutions Architecture, or Pre-Sales role supporting AI, ML, or Contact Center technologies Experience with Generative AI / LLMs (OpenAI, Claude, Gemini, etc.) and related ecosystems (LangChain, RAG, embeddings, etc.) Strong understanding of contact center interaction workflows and platforms (e.g., NICE, Genesys, Five9, Amazon Connect) Demonstrated experience presenting to technical and executive audiences Hands-on with coding languages/tools like Python, Postman, REST APIs, and cloud platforms (AWS, Azure, GCP) Excellent storytelling, diagramming, and objection-handling skills Salary Range The base salary compensation range targeted for this full-time position is $188,000-$241,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit . #J-18808-Ljbffr Menlo Ventures

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