Note: The job is a remote job and is open to candidates in USA. Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. They are seeking a Senior Sales Engineer with deep technical acumen to lead pre-sales engagements for their AI solutions, partnering closely with various teams to deliver impactful technical narratives and solutions.
Responsibilities
- Lead Strategic Enterprise Discovery: Run complex, multi-stakeholder technical discovery sessions with Enterprise and Strategic buyers—including VPs of Customer Experience, Contact Center Leaders, CTOs, and IT Leads—to deeply understand their contact center architecture, compliance mandates, and operational goals
- Design and Deliver High-Impact Demos: Anchor the pre-sales cycle by presenting customized, value-driven demonstrations and Proofs of Value (POVs). You will map technical capabilities to primary business outcomes, proving the impact on full conversation automation, AHT reduction, CSAT optimization, QA automation ROI, and conversion rate optimization
- Build and Scope AI Agents: Get hands-on within the Observe.AI platform to scope, design, and build sophisticated AI Agents (Customer-Facing Voice/Chat Agents, and AI Copilots) that simulate real-world enterprise environments
- Showcase Advanced AI Capabilities: Demonstrate intent recognition and interaction categorization using foundational LLMs and domain-specific models; Highlight automated call quality scoring using hybrid approaches (LLM-as-a-Judge, rule-based AutoQA models); Showcase Agentic capabilities including call summarization, compliance checks, sentiment
- Develop Next-Generation Demo Assets: Build out robust, enterprise-grade demo flows that highlight next-best action triggers for real-time agent enablement (Companion Agents) and knowledge surfacing using Retrieval-Augmented Generation (RAG)
- Navigate Complex Architectures: Position our solutions within intricate enterprise tech stacks, advising prospects on how our AI Agents integrate seamlessly with their existing CCaaS platforms, CRM systems, and telephony infrastructure
- Act as a Strategic Advisor: Educate and advise customers on implementing AI Agents for real-world automation, successfully navigating the security and compliance hurdles inherent to regulated industries (e.g., financial services, healthcare, insurance)
- Drive Product Innovation: Collaborate closely with Product and Engineering teams, acting as the voice of the Enterprise customer to continuously introduce market feedback and new technological requirements into roadmap conversations
- Ensure Pilot Success: Serve as the definitive technical authority during POCs, ensuring that the success criteria for AI Agents, Companion Agents, Operations Agents, post-call quality automation, and agent performance insights are definitively met
Skills
- 5+ years in a Sales Engineering, Solutions Architecture, or Pre-Sales role supporting AI, ML, or Contact Center technologies, with a proven track record of managing complex, Enterprise/Strategic deal cycles
- Applied, hands-on knowledge of Generative AI, foundational LLMs (OpenAI, Claude, Gemini, etc.), and related concepts including RAG, embeddings, conversational design, and Agentic frameworks
- Applied knowledge of the modern integration stack, including REST APIs, Webhooks, and SFTP, specifically regarding how data is securely pulled (e.g., customer info) and pushed (e.g., CRM actions) in real-time environments
- Strong familiarity with enterprise contact center workflows, workforce optimization, and leading CCaaS platforms (e.g., NICE, Genesys, Five9, Amazon Connect) Note: The focus is on understanding how these systems integrate and work with best of breed solutions, rather than writing the integration code from scratch
- Demonstrated experience leading pitches, handling technical objections, and running discovery with C-suite, VP-level and contact center leadership - both technical and business audiences
- A strong ability to learn new technologies rapidly and work seamlessly with product, design, marketing and sales to position new functionality and launch high-quality AI Agent experiences
- Excellent storytelling, architectural diagramming, and presentation skills that bridge the gap between deep technical concepts and high-level business value
Benefits
- Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
- Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
- Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best
- Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work
- 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
- Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
- Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
- Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees
Company Overview
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