Senior Sales Engineer

April 16

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Observe.AI

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Observe. AI is an enterprise-grade AI platform specializing in conversation intelligence to enhance operations in contact centers. The company offers advanced solutions for real-time agent assistance, agent performance and coaching optimization, and compliance monitoring, aiming to empower customer service teams and drive organizational success through its VoiceAI Agents and AI-powered automation. The platform helps businesses evaluate 100% of their customer interactions, improve customer satisfaction, and boost revenue while reducing operating costs, making it particularly beneficial for industries like banking and financial services as well as healthcare insurance.

Machine Learning • Artificial Intelligence • Conversation Intelligence • Contact Center Quality Assurance • Call Center Quality Assurance

201 - 500 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

📋 Description

• About Us • Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. • The Opportunity • 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. • What you’ll be doing • 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

🎯 Requirements

• 3+ 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