August 18, 2020
Job Type


The opportunity

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017, Observe.AI is led with action and innovation, a customer first mindset, and a culture of transparency.

Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India.

Why Join?

  • Observe.AI’s trajectory has earned it a place on AI 50’s “America’s Most Promising Artificial Intelligence Companies” and Gartner’s “Top 25 Enterprise Software Startups to Watch in 2020”
  • This is a role created due to growth; you would have an opportunity to make a tremendous impact in a newly-added role within an evolving global function and team
  • Observe.AIi is trusted by more than 100 customers and partners, including Tripadvisor, Microsoft, ERCBPO, Talkdesk and more

What you can look forward to accomplishing

  • Establishing yourself as an expert in delivering best-in-class integrations for Observe.AI’s customers by excelling at your own integrations and serving as the technical escalation point-of-contact for others on the team; in doing so, you will effectively:
    • Maintain a good feedback loop with the engineering team on the current integration mechanism
    • Write and manage scripts for integration
    • Understand APIs of various software tools such as Zendesk, Twilio and other one-off integration instances
    • Build your understanding of different CCaaS to understand what metadata we can pull and how to best do so
    • Helping the team evolve existing or establish new best practices to create a repeatable framework for integrations; some key areas are:
    • Data integration and migration
    • Redundancy and data accuracy checks during and post-integrations
    • Documentation
  • Elevate the team’s ability to independently handle more complex integrations 

What’s in your toolkit

  • Prior success in a pre or post-sales customer-facing technical integration / implementation role, preferably involving SaaS/cloud-hosted to Enterprise solutions; direct experience with CCaaS technologies at-scale is a huge plus
  • In any role you’ve held, you have strong examples of how your balanced understanding of business and technical requirements delivers high-value for customers
  • You’re experienced in data integrations via APIs, SFTPs or S3 Cross Account Replications, within which you have created processes around data cleansing and normalization
  • Your overall technical toolkit includes at least one scripting language (Python highly preferred), plus the ability to troubleshoot and configure around JSON/XML, SaaS architecture, Linux & Windows platforms, Salesforce, Oracle, PowerBI, and Tableau (preferred)
  • A natural knack for communicating and building trusted relationships with technical and non-technical stakeholders within the company (i.e. Integration teammates, IT, Sales team, Project Managers) and outside the company (customers at all levels in their org)

More on the company
Digital Knack is a proud recruiting partner to Observe.AI. Observe.AI is a venture-backed global startup using cloud-based software and Natural Processing Languages to change the way Contact Centers operate, perform and scale. $26M in a recent Series A closed, this company is prime for growth. Headquartered in San Francisco with a key office in Bangalore, India - plus a distributed workforce across the US, this is a company where connectivity is a priority and culture thrives. “Our goal has always been to build the best voice AI product and we see us striving in that direction.” - Swapnil Jain, Co-Founder


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