Principal Sales Engineer - VoiceAI

Key Skills

Aartificial intelligence, ChatGPT, Design, Large Language Models - LLMs, Machine learning techniques, Sales

Job Description

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

We’re seeking a Principal Sales Engineer with deep technical acumen and strong business presence to lead the pre-sales engagement for our Conversational AI and Generative 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 real-time agent assist (Agent Guidance, next-best action, knowledge retrieval).

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 technical discovery sessions with enterprise customers to deeply understand their contact center environment, compliance requirements, VoiceAI, real-time agent requirements, QA workflows, and operational goals.

Design and deliver customized, value-driven demos and POVs showcasing:

• Intent recognition and interaction categorization (L1,L2,&L3) using intent, sentiment, and behavioral models
• Automated call quality scoring using machine learning and rule-based models
• GenAI-powered call summarization, compliance checks, and coaching recommendations
• LLM-based intent/sentiment detection, behavioral insights, and escalation triggers

Build and maintain enterprise demo environments that simulate real-world contact center processes:

• Integrate LLMs for post-call transcript analysis and automated scoring explanations
• Use speech-to-text engines and language models for generating insights
• Demonstrate auto-scoring based on ML classifiers, thresholds, and QA rubrics

Develop pre-packaged demo assets that highlight:

• Next-best action flows for real-time agent assist
• Knowledge surfacing using retrieval-augmented generation (RAG)
• API-based integrations with CRMs, case management, and QA tools
• Collaborate closely with Product and Engineering to bring customer feedback into roadmap conversations.
• Educate and advise prospects and customers on how to implement GenAI in real-world QA use cases across regulated industries (e.g., financial services, healthcare, insurance).
• Assist Sales in defining value realization metrics and building business cases tied to productivity, compliance, and customer experience KPIs.
• Serve as a technical and strategic advisor during pilot programs, ensuring success criteria for post-call quality automation and agent performance insights are met

What you bring to the role

• 3+ years of experience in designing and implementing conversational voice & chat-based IVAs.
• Proven experience working with LLMs (e.g., GPT, Claude, Gemini) specific to real-time and post call contact center applications (Behavioral, Sentiment, Speech, Manual & Automated Quality, Copilot/Agent Assist, and IVAs).
• Experience with natural language understanding (NLU) and dialogue management platforms.
• Foundational to intermediate experience in working with APIs for source system integrations — including data pulls (e.g., customer info, transaction data) and data pushes (e.g., IVR updates, CRM actions) in real-time or near real-time environments.
• Deep understanding of voice channel orchestration including ASR/TTS integration, barge-in handling, and latency optimization.
• Experience with call flow architecture, prompt engineering, and context-aware conversation design.
• Familiarity with telephony platforms (e.g., Genesys, Twilio, Five9, NICE) and voice bot deployment strategies.
• Understanding of ethical AI, data privacy (e.g., GDPR, CCPA), and governance in regulated industries (e.g., financial services, healthcare).
• Ability to work cross-functionally with product, design, and QA teams to launch high-quality voice experiences.

Preferred Qualifications:

• Experience fine-tuning or training domain-specific LLMs or SLMs.
• Familiarity with supervised/unsupervised learning techniques and evaluation of conversational AI performance.
• Working knowledge of contact center AI ecosystems, including agent assist, call summarization, interaction, behavioral and sentiment analytics.
• Strong storytelling, documentation, and presentation skills for showcasing conversational designs to stakeholders.

What you can expect

• 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

Salary Range

The base salary compensation range targeted for this full-time position is $204,000-$261,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

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.