Principal Sales Engineer, Observe.AI

• This is a high-impact role, ideal for someone who thrives at the intersection of AI innovation, customer value, and strategic selling
• 8+ years of experience in designing and implementing conversational voice & chat-based IVAs.
• Proven experience working with LLMs (e.g., GPT, Claude, Gemini) specific to real-time and post call contact center applications (Behavioral, Sentiment, Speech, Manual & Automated Quality, Copilot/Agent Assist, and IVAs)
• Experience with natural language understanding (NLU) and dialogue management platforms
• Foundational to intermediate experience in working with APIs for source system integrations — including data pulls (e.g., customer info, transaction data) and data pushes (e.g., IVR updates, CRM actions) in real-time or near real-time environments
• Deep understanding of voice channel orchestration including ASR/TTS integration, barge-in handling, and latency optimization
• Experience with call flow architecture, prompt engineering, and context-aware conversation design
• Familiarity with telephony platforms (e.g., Genesys, Twilio, Five9, NICE) and voice bot deployment strategies
• Understanding of ethical AI, data privacy (e.g., GDPR, CCPA), and governance in regulated industries (e.g., financial services, healthcare)
• Ability to work cross-functionally with product, design, and QA teams to launch high-quality voice experiences

Desirable

• 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)
• 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