Strategic Sales Engineer, Observe.AI
Contact center software
Open for applications
Contact center software
201-500 employees
Open for applications
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- Possess 4-7+ years of experience in Sales Engineering within a B2B SaaS environment, demonstrating strong technical acumen and understanding of software solutions
- Consulting experience in the domains of Contact Center, Quality Assurance, CRM, VoIP/Telecommunications, customer experience, voice of the customer, workforce management, coaching, learning management systems, or similar technology is highly desirable
- Proven track record of successfully selling to Enterprise and Mid-Market executives, with the ability to convincingly articulate the technical merits of the software solution to C-level and director-level executives
- Degree in Computer Science, Software Engineering, or equivalent work experience is preferred, showcasing solid foundational knowledge of the technical landscape
- Excellent interpersonal skills with strong written and oral communication abilities, including persuasion, presentation, and writing skills
- Openness to work in a dynamic, fast-paced startup environment, demonstrating adaptability and a problem-solving mindset
- Superior presentation skills, with the ability to engage and educate audiences on complex technical topics
- Proficiency in using hosted contact center applications would be a significant advantage, reflecting practical expertise in industry-relevant tools
- Comprehensive understanding of a wide range of technologies including JavaScript, SaaS applications, APIs, Amazon Web Services, Azure, databases, IT security, encryption, hashing, HTTPS/TLS, data retention, Data Warehousing, Business Intelligence, and SIP
- Outstanding problem-solving skills, with a demonstrated ability to translate business requirements into effective technical solutions
What the job involves
- We are seeking a Strategic Sales Engineer at Observe AI.
- In this role, you will be responsible for our growth as we build upon the success we’ve had delivering for our top tier clients.
- We will trust you to evangelize Observe.AI, be instrumental in helping our customers optimize their current platforms with Observe’s product offering, and be an influential stakeholder in the future of customer experience
- Conduct comprehensive product demonstrations and discovery sessions, providing in-depth knowledge to potential customers and facilitating their understanding of our solutions
- Collaborate closely with Sales, acting as the vital technical liaison between our Sales Representatives and their prospective clients, ensuring seamless communication
- Handle all technical, solution, and competitive aspects of the sales cycle, strategically positioning our products against competitors and clearly communicating the unique value proposition
- Be open and willing to travel typically twice a month, or as required, to meet with potential customers, provide onsite support, or attend industry events and conferences
- Requires a flexible approach to travel in line with business needs
- Leverage both business acumen and technical proficiency to devise innovative, impactful solutions tailored to prospective customers' needs
- Nurture and manage the primary technical relationship with prospects, driving customer satisfaction through proactive information dissemination, either onsite, online, or via telephone
- Hold detailed discussions about security issues concerning enterprise application deployment, IP telephony, and regulatory requirements, offering expert advice and recommendations
- Develop comprehensive Business Requirements Documentation to capture all deal aspects, ensuring a smooth knowledge transition to the Customer Success team
- Oversee the planning, management, and execution of customer pilots and Proof of Concepts (POCs), ensuring the delivery aligns with customer expectations
- Work closely with the sales team in answering technical inquiries and fulfilling technical RFI/RFP requirements, meticulously mapping these requirements to our software solution for optimal alignment
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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