Senior AI Interaction Designer

🕒 May 5

🇺🇸 United States – Remote

💵 $95k - $113k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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Observe.AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Observe. AI is an enterprise-grade AI platform focused on conversation intelligence for contact centers. It provides a comprehensive suite of AI-powered solutions, including real-time agent assistance, voice AI for automating complex customer interactions, post-interaction quality assurance (QA), and business analytics. The company's platform empowers contact centers to evaluate customer interactions fully, support agents with real-time guidance, improve customer satisfaction, and boost operational efficiency, all while ensuring compliance. Observe. AI caters to various industries, such as banking, financial services, and healthcare insurance, enhancing sales performance, customer experience, and compliance monitoring.

📋 Description

• Architect advanced vertical-specific enrichments and automated scoring processes across Voice, Chat, Email, and AI Agents to drive measurable ROI. • Balance "rigid" logic for compliance with "nuanced" logic for sentiment and soft skills when designing automated QA for large enterprises. • Own and execute POC/POV engagements, including requirements gathering, configuration, validation, and outcome presentation to prove technical viability for pilot customers. • Support pre-sales engagements by partnering with Sales Engineers during customer discovery, demos, and evaluations to translate complex requirements into buildable AI configurations. • Build interaction models that directly prove high-dollar ROI stories by correlating interaction data to Revenue, Retention, and Registration. • Audit and resolve complex accuracy issues in voice and text analytics to eliminate false readings and ensure a high-performance data foundation. • Design and deliver custom demos aligned to specific customer use cases across diverse verticals such as Healthcare, Financial Services, and Retail. • Partner with Deployment Managers, Sales, Product, and Engineering teams to support deal cycles and ensure customer success. • Provide thought leadership to optimize speech and text analytic configurations as the industry and AI capabilities evolve.

🎯 Requirements

• 4+ years of experience in Conversation Intelligence or Speech Analytics, specifically identifying key points of interest within multi-channel contact center interactions. • Proficiency in translating unique customer business logic into sophisticated "points of interest" and automated scoring models for automated quality assurance. • A demonstrated ability to correlate interaction data to tangible business outcomes like Revenue, Retention, and Compliance. • Deep understanding of the contact center industry and common KPIs such as AHT, CSAT, FCR, and their correlation to broader business objectives. • Strong project management skills to manage stakeholder expectations and communicate priorities, status, and progress across complex deal cycles. • Excellent oral and written communication, presentation, and influencing skills to navigate discovery workshops and high-stakes stakeholder meetings. • The ability to work independently and as a team player in a fast-paced, technology-driven environment to drive complex projects to completion.

🏖️ 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 • Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.