Integrations Engineer - Voice AI

About Us

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. Raised our $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.

The Opportunity

Play a pivotal role in leading integration solutioning during pre-sales engagements and building
integrations during post-sales activities. You will also automate manual processes, build
impactful tools, and provide ongoing support to both customers and internal teams.

What you’ll be doing

Pre-Sales Support:

• Work closely with the Sales and pre-sales engineers to design integration strategies for clients during the pre-sales process.
• Lead technical discussions with clients to define integration requirements and ensure the proposed solutions meet their needs from a data flow and system integration standpoint.

Post-Sales Support:

• Lead the design and implementation of integrations between VoiceAI and client back-end applications (e.g., CRM, ERPs, telephony systems).
• Implement and maintain integration solutions using platforms such as n8n and similar Integration Platform-as-a-Service (iPaaS) providers.
• Integrate telephony systems and protocols such as SIP, PSTN, and others into VoiceAI solutions, ensuring smooth call routing and interaction between systems.
• Automate manual integration processes to improve efficiency, reduce error rates, and ensure faster implementation cycles.
• Create and maintain detailed documentation for integration processes, troubleshooting procedures, and best practices for client teams and internal stakeholders.
• Troubleshoot integration issues (Level 2 support) and provide ongoing support to both clients and internal teams during implementation and post-deployment.
• Provide Level 2 support for integration issues, working directly with clients to resolve any challenges they face in real-time.

Tools & Automation:

• Build impactful tools that improve integration processes, reduce manual intervention, and streamline client interactions with VoiceAI.
• Automate repetitive integration tasks and improve processes to ensure quicker go-live times and more efficient solution deployment

What you bring to the role

• Bachelors degree in Computer Science, Engineering, or a related technical field.
• 3+ years of experience in integration engineering, solution architecture, or a related 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.
• Hands-on experience with various file formats such as JSON, CSV, XML, TXT, and HTML.
• Proficiency in scripting using languages like Python.
• Experience working with cloud platforms like AWS, Google Cloud, or Azure.
• Competence in database technologies like MongoDB and SQL.
• Proven expertise in using REST APIs and integrating with third-party solutions.
• Familiarity with Linux and macOS command-line environments.

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

The base salary compensation range targeted for this full-time position is $79,000-$108,000 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.