Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.
Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.
What you will do :
- Interact with clients directly and drive technical discovery calls and act as the Subject matter expert for the product
- Lead the Technical discussions/ Consultants for the Sales deals
- For the real-time team, he will be the Go to Person for the domain of contact centers
- Understand the customer requirements perform a feasibility study of the Customer CCaaS offerings and identify the right method for the integration
- Prepare the design document and execution plan for the integration between OAI and Customer CCaaS infrastructure
- Build a Proof-Of-Concept (PoC) to validate the integration
- Code, unit test, and deploy the newly built CCaaS integration to production servers
- Handle Customer Escalations and take part in live troubleshooting sessions
- Work with cross-functional teams(PreSales, Customer Success Managers, Implementation Managers) to clarify technical queries, product features, and custom requests
- Work with the product team to ideate new features based on product gaps and usage trends
- Guide the junior engineers with technical queries on product, process, and technology
Skills needed:
- Industry experience of 6+ years in the telecom industry
- Subject matter expertise (SME) on telecom products and services
- Hands-on experience with telecom protocols (SIP/SDP, RTP, etc.)
- Hands-on with SIPREC, REST API, WebSockets, WebRTC, and gRPC technologies
- Hands-on development experience with UCaaS/CCaaS solutions
- In-depth knowledge on computer networks and operating system fundamentals
- Well versed in setting up cloud/on-prem UCaaS/CCaaS server platforms end-to-end (Installation, Configuration and Monitoring)
- Comfortable with object oriented programming and scripting languages
- Understanding of REST API, Websockets fundamentals
- Hands on with tools like WireShark, Postman etc
- Interact with clients directly and drive technical discovery calls
- Must have excellent communication skills and be able to communicate technical issues to non-technical people
- Have excellent troubleshooting skills and presentation and interpersonal skills
- Highly motivated self-starter who does not need day-to-day management
- Excellent medical insurance options and free online doctor consultations
- Yearly privilege and sick leaves as per Karnataka S&E Act
- Generous holidays (National and Festive) recognition and parental leave policies
- Learning & Development fund to support your continuous learning journey and professional development
- Fun events to build culture across the organization
- Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)
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.