Sr. AI Interaction Designer

About Us
Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.

On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

Why Join Us
As a Sr. AI Interaction Designer, you are a lead "Builder" for our mission to bridge technical capability and business strategy. You will lead the design of intelligent interaction models for our most complex global enterprises, architecting the high-fidelity logic that allows these organizations to automate QA and measure ROI at scale. This is a role for a strategic architect who thrives at the forefront of the Conversation Intelligence revolution, transforming raw audio into sophisticated, actionable business intelligence. This role will report to the Director, AI Solutions & Delivery.

What you’ll be doing

• Lead Interaction Architecture: Architect advanced vertical-specific enrichments and automated scoring processes across Voice, Chat, Email, and AI Agents to drive measurable ROI.
• Sophisticated Logic Design: Balance "rigid" logic for compliance with "nuanced" logic for sentiment and soft skills when designing automated QA for large enterprises.
• End-to-End POC Ownership: Own and execute POC/POV engagements, including requirements gathering, configuration, validation, and outcome presentation to prove technical viability for pilot customers.
• Pre-Sales Partnership: Support pre-sales engagements by partnering with Sales Engineers during customer discovery, demos, and evaluations to translate complex requirements into buildable AI configurations.
• Strategic ROI Correlation: Build interaction models that directly prove high-dollar ROI stories by correlating interaction data to Revenue, Retention, and Registration.
• Technical Accuracy & Audit: Audit and resolve complex accuracy issues in voice and text analytics to eliminate false readings and ensure a high-performance data foundation.
• Custom Demo Delivery: Design and deliver custom demos aligned to specific customer use cases across diverse verticals such as Healthcare, Financial Services, and Retail.
• Cross-Functional Collaboration: Partner with Deployment Managers, Sales, Product, and Engineering teams to support deal cycles and ensure customer success.
• Innovation & Thought Leadership: Provide thought leadership to optimize speech and text analytic configurations as the industry and AI capabilities evolve.

What you bring to the role

• Experience: 4+ years of experience in Conversation Intelligence or Speech Analytics, specifically identifying key points of interest within multi-channel contact center interactions.
• Advanced Logic Construction: Proficiency in translating unique customer business logic into sophisticated "points of interest" and automated scoring models for automated quality assurance.
• Proven Results: A demonstrated ability to correlate interaction data to tangible business outcomes like Revenue, Retention, and Compliance.
• Domain Expertise: Deep understanding of the contact center industry and common KPIs such as AHT, CSAT, FCR, and their correlation to broader business objectives.
• Technical Project Leadership: Strong project management skills to manage stakeholder expectations and communicate priorities, status, and progress across complex deal cycles.
• Communication & Influence: Excellent oral and written communication, presentation, and influencing skills to navigate discovery workshops and high-stakes stakeholder meetings.
• Autonomy & Adaptability: The ability to work independently and as a team player in a fast-paced, technology-driven environment to drive complex projects to completion.

Why You’ll Love It Here 

• Com