About Us
Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.
On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.
Why Join Us
This is a pivotal, high-impact role where you will directly lead the charge in bringing enterprise-grade AI solutions to life. If you are passionate about owning the end-to-end lifecycle of AI agents and thrive in a fast-paced, customer-facing environment, this is the place for you.
This role offers a unique blend of AI/ML engineering, system integration, and direct customer consultation, making you a vital partner in bringing transformative AI capabilities to the enterprise.
What you'll be doing
- Build & Deploy Agents: Own the full AI agent build process - prompts, workflows, integrations, telephony setup, and evaluation forms.
- Client Engagement: Lead weekly demos, show progress, gather feedback, and act as the primary technical point of contact once a solution is defined.
- Systems Integration: Configure APIs, data maps, authentication, error handling, and connect to CRMs, databases, or knowledge systems.
- Telephony Integration: Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality.
- Optimization: Monitor performance, refine prompts, 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.
- Shadow Core Engineering: Collaborate with product/engineering teams for deep technical fixes and platformization, while independently leading client delivery.
What you'll bring to the role
- 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.
Perks & Benefits
- Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits
- Accidental insurance and group term life insurance coverage
- Privilege and sick leave in line with applicable statutory norms
- Generous national and festive holidays, along with well-defined parental leave policies
- Annual Learning & Development allowance to support continuous professional growth
- Rewards and recognition programs designed to encourage and celebrate high performance
- Regular team and culture-building events across the organization
- Flexible benefits for tax optimisation, including meal cards, provident fund, and other options
Our Commitment to Inclusion and Belonging
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.
