Senior Integrations Engineer, Observe.AI
$150-160k
Office located in Redwood City, CA
Contact center software
Open for applications
Contact center software
201-500 employees
Open for applications
$150-160k
Office located in Redwood City, CA
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 2+ experience in a customer-facing technical role
- 2+ years of experience in development/sales engineering/integration engineering, SaaS/cloud-hosted solutions preferred
- 4-6 years of Enterprise Software experience
- Excellent troubleshooting skills
- Excellent presentation and interpersonal skills
- Proven track record of managing technical projects
- Experience with programming languages such as Python, Java etc
- Experience with cloud computing services including AWS
- Highly motivated self-starter who does not need day-to-day management
- Must have excellent communication skills and be able to communicate technical issues to non-technical people
- Experience in SaaS to Enterprise data integration a plus
- Self-starter & quick learner - ability to quickly pick up new software, including the Observe.AI product as well as the software solutions that our customers currently use, which are often industry-specific
What the job involves
- We’re looking for an Senior Implementation Engineer (Sr.IE) to join our Integrations Team within the Customer Success organization at Observe.AI.
- As an IE, you will work with our recently closed customers and ensure that our customers are implementing optimal workflows and integrating smoothly with our AI platform; this includes spearheading conversations about deliverability, API and CaaS architecture with customers at various levels of a company.
- You will be responsible for making sure every task and project you work on is done within a timely manner and leads to a successful onboarding to help accelerate value and conquer change management.
- This position will work closely with Implementations, Success, Engineering, Sales Engg & Product and is ultimately the main person responsible for technical conversations with newly onboarded customers
- Communicate Observe.AI’s infrastructure and technology to customers
- Plan and Execute Integrations with OAI for the clients understanding their Ccaas setup and data export mechanisms
- Handle Complex Integrations independently
- Interact with clients directly and drive technical discovery calls
- Perform Level 2 support and triage of client technical issues and create detailed engineering tickets outlining reported problems
- Oversee the planning, tracking, and completion of the customer integration process for technical configuration
- Write scripts following best practices, logging and also should be able to deploy, set alerts and monitor the jobs
- Handle Escalations and provide timely solutions
- Work with cross functional teams on issues, custom requests, potential ideas etc
- Document Complex integrations, technical processes, solutions/steps addressing specific issues etc
- Build Tools and Solutions addressing and automating Internal issues/processes and also for cross functional teams like Tech Support, SE, Implementations, CSM etc
- Identify and understand implementation and configuration risks, coordinate with respective teams as applicable to mitigate and resolve
- Be the technical escalation point of contact for the team and technical subject matter expert
- Spearhead technical conversations with customers in partnership with the Implementations and Success team throughout the post sales cycle and communicate Observe.AI’s infrastructure and technology to customers
- Provide tactical solutions for strategic customers to provide optimal set up and workflow in Observe.AI
- Partner closely with SE and engineering team organization to develop proof of value(POV) as applicable and help Observe.AI customers make the most of their integration deployments
- Guide junior engineers with Integrations and Prod issues
- Develop Good understanding of Integration aspects, technologies used for Integrations like AWS (S3, Lambda, CLI), Mongodb, Python, Command line etc
- Develop Good understanding on additional AWS concepts like managing Bucket Policies, Permissions, EC2 - Instances, SQS, Cloudwatch, CloudTrail, Systems Manager, Transfer Family
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centers through AI by automating tasks and form filling, helping people find more information quicker.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than the businesses they serve - providing valued call optimization tools to improve operatives' performance. It also supplies an analysis engine for cross-channel customer interactions, which enables users to find new revenue opportunities, employ effective coaching and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.2m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company values
- Connect
- Collaborate
- Celebrate
Company HQ
Redwood Shores, Redwood City, CA
Articles
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
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