Senior Sales Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Strategic Enterprise Discovery: Conduct intricate technical discovery sessions with Enterprise and Strategic buyers—including VPs of Customer Experience, Contact Center Leaders, CTOs, and IT Leads—to thoroughly understand their contact center architecture, compliance requirements, and operational objectives.

• Design and Deliver High-Impact Demos: Take charge of the pre-sales process by providing tailored, value-driven demonstrations and Proofs of Value (POVs). You will correlate technical features with primary business outcomes, demonstrating the effects on full conversation automation, AHT reduction, CSAT enhancement, QA automation ROI, and conversion rate optimization.

• Build and Scope AI Agents: Engage directly with the Observe.AI platform to scope, design, and create advanced AI Agents (Customer-Facing Voice/Chat Agents, and AI Copilots) that replicate real-world enterprise scenarios.

• Showcase Advanced AI Capabilities: Illustrate intent recognition and interaction categorization using foundational LLMs and domain-specific models; emphasize automated call quality scoring using hybrid methods (LLM-as-a-Judge, rule-based AutoQA models); highlight Agentic functionalities including call summarization, compliance checks, and sentiment analysis.

• Develop Next-Generation Demo Assets: Create comprehensive, enterprise-grade demo flows that illustrate next-best action triggers for real-time agent support (Companion Agents) and knowledge retrieval using Retrieval-Augmented Generation (RAG).

• Navigate Complex Architectures: Position our solutions within complex enterprise technology frameworks, guiding 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 counsel customers on implementing AI Agents for practical automation, effectively navigating the security and compliance challenges inherent to regulated sectors (e.g., financial services, healthcare, insurance).

• Drive Product Innovation: Collaborate closely with Product and Engineering teams, representing the voice of the Enterprise customer to continuously feed market insights and new technological needs into roadmap discussions.

• Ensure Pilot Success: Act as the primary technical expert during POCs, ensuring that the success criteria for AI Agents, Companion Agents, Operations Agents, post-call quality automation, and agent performance insights are thoroughly achieved.

⛳️ Requirements

• 5+ years of experience in a Sales Engineering, Solutions Architecture, or Pre-Sales position supporting AI, ML, or Contact Center technologies, with a proven history of managing complex Enterprise/Strategic deal cycles.

• Practical, hands-on experience with Generative AI, foundational LLMs (OpenAI, Claude, Gemini, etc.), and related concepts such as RAG, embeddings, conversational design, and Agentic frameworks.

• Proficient understanding of the contemporary integration stack, including REST APIs, Webhooks, and SFTP, specifically regarding secure data retrieval (e.g., customer information) and transmission (e.g., CRM actions) in real-time settings.

• Strong knowledge of enterprise contact center workflows, workforce optimization, and leading CCaaS platforms (e.g., NICE, Genesys, Five9, Amazon Connect).

• Proven experience in leading presentations, addressing technical objections, and conducting discovery sessions with C-suite executives, VP-level, and contact center leadership—engaging both technical and business audiences.

• Exceptional ability to rapidly learn new technologies and collaborate effectively with product, design, marketing, and sales teams to position new functionalities and deliver high-quality AI Agent experiences.

• Excellent storytelling, architectural diagramming, and presentation abilities that connect intricate technical concepts with overarching business value.

🏝️ Benefits

• Competitive compensation including equity: Market-aligned base salary, performance incentives, and significant 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, professional development, and personal growth.

• Monthly Mobile + Internet Stipend: Assistance 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 significant role in scaling a category-defining GenAI platform transforming the future of customer experience.