Sr. Sales Engineer

About this role

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

Why Join Us

We’re seeking a Senior Sales Engineer with deep technical acumen and strong business presence to lead the pre-sales engagement for our Agentic AI solutions. You'll partner closely with Sales, Product, and Customer teams to design and deliver compelling technical narratives and solutions that leverage GenAI for post-call quality automation, interaction analytics, and agentic workflows (Agent Guidance, next-best action, knowledge retrieval, voice and chat AI).

This role combines technical expertise with customer-centricity, making it a unique and exciting opportunity for someone who's passionate about driving solution engineering efforts from inception to completion. This is a high-impact role, ideal for someone who thrives at the intersection of AI innovation, customer value, and strategic selling.

What You’ll be Doing

• 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

What You'll Bring to the Role

• Experience: 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

• AI & LLM Proficiency: Applied, hands-on knowledge of Generative AI, foundational LLMs (OpenAI, Claude, Gemini, etc.), and related concepts including RAG, embeddings, conversational design, and Agentic frameworks

• Technical Architecture Skills: 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

• Contact Center Ecosystem Knowledge: 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

• Executive Presence: Demonstrated experience leading pitches, handling technical objections, and running discovery with C-suite, VP-level and contact center leadership - both technical and business audiences

• Cross-Functional Mentality: 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

• Communication Skills: Excellent storytelling, architectural diagramming, and presentation skills that bridge the gap between deep technical concepts and high-level business value

W

Similar jobs

• Sr. Sales Engineer — Invoca · Remote
• Sr. Sales Engineer — Addepar1 · Remote
• Sr. Sales Engineer — Rubrik · New York City, NY
• Senior Sales Engineer — Signifyd95 · Remote
• Senior Sales Engineer — Rithumliboard · Remote
• Senior Sales Engineer — Prefect · Remote
• Senior Sales Engineer — Commvault · Oregon, United States of America
• Senior Sales Engineer — Lavendo · San Francisco