Observe.AI
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.
AI Agent Engineer
October 23
🇺🇸 United States – Remote
💵 $108k - $170k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
🤖 Artificial Intelligence
🦅 H1B Visa Sponsor
Observe.AI
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
• Own the full AI agent build process - prompts, workflows, integrations, telephony setup, and evaluation forms. • Lead weekly demos, show progress, gather feedback, and act as the primary technical point of contact once a solution is defined. • Configure APIs, data maps, authentication, error handling, and connect to CRMs, databases, or knowledge systems. • Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality. • Monitor performance, refine prompts, test iteratively, and ensure agents meet automation and containment targets. • Translate customer requirements into actionable solutions; work consultatively to unblock challenges in security, connectivity, or knowledge ingestion. • Collaborate with product/engineering teams for deep technical fixes and platformization, while independently leading client delivery.
🎯 Requirements
• 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.
🏖️ Benefits
• Competitive compensation including equity • Excellent medical, dental, and vision insurance options • Flexible time off • 10 Company holidays + Winter Break and up to 16-weeks of parental leave • 401K plan • Quarterly Lifestyle Spend • Monthly Mobile + Internet Stipend • Pre-tax Commuter Benefits
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