Artificial Intelligence Agent Engineer, Observe.AI
Client Facing
CA$120-160k
+ Equity
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
CA$120-160k
+ 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
- Bachelor’s degree in Computer Science, Engineering, or a related technical field
- 3+ years in conversational AI, solution engineering, system integration, or delivering AI/LLM-based applications in customer environments, software engineering, or system integration with hands-on delivery of AI/LLM-based solutions
- Strong ability to communicate and lead customer-facing discussions - from deep technical troubleshooting to weekly project demos. Ability to explain complex technical concepts to non-technical audiences
- Must have strong hands-on skills in prompt design, workflow building and API integration (SIP, Twilio, Amazon Connect, etc.)
- Familiarity with LLMs (GPT, Claude, Gemini), vector DBs, and orchestration frameworks (LangChain, LlamaIndex, etc.)
- Working knowledge of retrieval-augmented generation (RAG) concepts, implementation patterns and performance optimization
- Programming experience in Python, JavaScript, or similar for scripting and integrations
- Strong problem-solving mindset: ability to find workarounds, unblock integrations, and adapt to customer-specific ecosystems
- Experience with integration tools and Integration Platform-as-a-Service (iPaaS) providers, such as n8n, Zapier, or similar platforms and proficiency in API integrations and data flow management is a plus
- Familiarity with telephony or voice systems (SIP, CCaaS, PSTN) is a plus
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 implementation of AI Agents including prompt design, workflow configuration, integrations, telephony setup, and evaluation frameworks
- Client Engagement: Act as the primary technical partner for customers—lead regular demos, communicate progress, gather feedback, and guide solutions from concept to production
- Systems Integration: Configure and connect systems using APIs—handling authentication, data mapping, error handling, and integrations with CRMs, knowledge bases, and other enterprise tools
- Telephony Integration: Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality
- Prompt Design & Optimization: Write and refine prompts for LLM-driven agents, monitor performance, 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
- Cross Functional Collaboration: Collaborate with product/engineering teams to escalate platform gaps and resolve deep technical fixes and platformization, while independently driving leading client implementations
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 centres through AI by automating tasks and form-filling, helping people find more information more quickly.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than to the businesses they serve, providing valued call-optimisation tools to improve operatives' performance. It also provides an analysis engine for cross-channel customer interactions, enabling 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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