Senior Integrations Engineer

Who We Are:

Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance. 

Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.

Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in Redwood City, CA with offices in Bangalore, India. For more information, please visit www.observe.ai.

 

The Opportunity:

We’re looking for an Senior Implementation Engineer (Sr.IE) to join our Integrations Team within the Customer Success organization at Observe.AI. As an IE, you will work with our recently closed customers and ensure that our customers are implementing optimal workflows and integrating smoothly with our AI platform; this includes spearheading conversations about deliverability, API and CaaS architecture with customers at various levels of a company. You will be responsible for making sure every task and project you work on is done within a timely manner and leads to a successful onboarding to help accelerate value and conquer change management. This position will work closely with Implementations, Success, Engineering, Sales Engg & Product and is ultimately the main person responsible for technical conversations with newly onboarded customers.

 

What You Will Do as a Senior Integrations Engineer :

• Communicate Observe.AI’s infrastructure and technology to customers
• Plan and Execute Integrations with OAI for the clients understanding their Ccaas setup and data export mechanisms
• Handle Complex Integrations independently
• Interact with clients directly and drive technical discovery calls
• Perform Level 2 support and triage of client technical issues and create detailed engineering tickets outlining reported problems
• Oversee the planning, tracking, and completion of the customer integration process for technical configuration
• Write scripts following best practices, logging and also should be able to deploy, set alerts and monitor the jobs
• Handle Escalations and provide timely solutions
• Work with cross functional teams on issues, custom requests, potential ideas etc
• Document Complex integrations, technical processes, solutions/steps addressing specific issues etc
• Build Tools and Solutions addressing and automating Internal issues/processes and also for cross functional teams like Tech Support, SE, Implementations, CSM etc
• Identify and understand implementation and configuration risks, coordinate with respective teams as applicable to mitigate and resolve
• Be the technical escalation point of contact for the team and technical subject matter expert
• Spearhead technical conversations with customers in partnership with the Implementations and Success team throughout the post sales cycle and communicate Observe.AI’s infrastructure and technology to customers
• Provide tactical solutions for strategic customers to provide optimal set up and workflow in Observe.AI 
• Partner closely with SE and engineering team organization to develop proof of value(POV) as applicable and help Observe.AI customers make the most of their integration deployments
• Guide junior engineers with Integrations and Prod issues
• Develop Good understanding of Integration aspects, technologies used for Integrations like AWS (S3, Lambda, CLI), Mongodb, Python, Command line etc
• Develop Good understanding on additional AWS concepts like managing Bucket Policies, Permissions, EC2 - Instances, SQS, Cloudwatch, CloudTrail, Systems Manager, Transfer Family

 

Who you are:

• 2+ experience in a customer-facing technical role
• 2+ years of experience in development/sales