Principal Sales Engineer, Observe.AI
$204-261k
Plus equity
Contact center software
Job no longer available
Contact center software
201-500 employees
Job no longer available
$204-261k
Plus equity
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- This is a high-impact role, ideal for someone who thrives at the intersection of AI innovation, customer value, and strategic selling
- 5+ 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
What the job involves
- We’re seeking a Principal 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)
- 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
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
3% employee growth in 12 months
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 HQ
Redwood Shores, Redwood City, CA
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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