AI Agent Engineer, Observe.AI
$108-170k
+ Equity
Office located in Redwood City, CA
Contact center software
Job no longer available
Contact center software
201-500 employees
Job no longer available
$108-170k
+ Equity
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
- 3+ years in conversational AI, ML engineering, or system integration with hands-on delivery of AI/LLM-based solutions
- Strong skills in prompt engineering, workflow building, API integration, and telephony (SIP, Twilio, Amazon Connect, etc.)
- Familiarity with LLMs (GPT, Claude, Gemini), vector DBs, and orchestration frameworks (LangChain, LlamaIndex, etc.)
- ML expertise in embeddings, retrieval-augmented generation (RAG), evaluation frameworks, fine-tuning models, and performance optimization
- Solid programming skills (Python, JavaScript, or similar)
- Comfort leading customer-facing discussions - from deep technical troubleshooting to weekly project demos
- Strong problem-solving mindset: ability to find workarounds, unblock integrations, and adapt to customer-specific ecosystems
- Bachelor’s degree in Computer Science, Engineering, or a related technical field
- Hands-on experience with Integration Platform-as-a-Service (iPaaS) providers, such as n8n, Zapier, or similar platforms and proficient in API integrations and data flow management
- Strong experience in telephony integrations, including knowledge of protocols like SIP, PSTN, and other telephony technologies
What the job involves
- We’re looking for an AI Agent Engineer to lead the charge in building and deploying enterprise-grade Voice, Chat AI agents and AI Copilot
- This role is hands-on, customer-facing, and pivotal in bringing AI solutions to life - from design and integration to deployment and optimization
- You’ll own the end-to-end lifecycle of AI agents: building, integrating, testing, demoing to clients, deploying into production, and tuning performance
- Build & Deploy Agents: Own the full AI agent build process - prompts, workflows, integrations, telephony setup, and evaluation forms
- Client Engagement: Lead weekly demos, show progress, gather feedback, and act as the primary technical point of contact once a solution is defined
- Systems Integration: Configure APIs, data maps, authentication, error handling, and connect to CRMs, databases, or knowledge systems
- Telephony Integration: Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality
- Optimization: Monitor performance, refine prompts, test iteratively, and ensure agents meet automation and containment targets
- Strategic Partner: Translate customer requirements into actionable solutions; work consultatively to unblock challenges in security, connectivity, or knowledge ingestion
- Shadow Core Engineering: Collaborate with product/engineering teams for deep technical fixes and platformization, while independently leading client delivery
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: $223.4m
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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