Principal Sales Engineer Position Available In Montgomery, Pennsylvania

Job Description:

About Us Observe.

AI is transforming customer service with AIagents that speak, think, and act like your best humanagents—helping enterprises automate routine customer calls andworkflows, support agents in real time, and uncover powerfulinsights from every interaction. With Observe.

AI, businesses boostautomation, deliver faster, more consistent 24/7 service and buildstronger customer loyalty. Trusted by brands like Accolade,Prudential, Concentrix, Cox Automotive, and Included Health,Observe.

AI is redefining how businesses connect withcustomers—driving better experiences and lasting relationships atevery touchpoint. The Opportunity We’re seeking a Principal SalesEngineer with deep technical acumen and strong business presence tolead the pre-sales engagement for our Conversational AI andGenerative AI solutions. Youll partner closely with Sales, Product,and Customer teams to design and deliver compelling technicalnarratives and solutions that leverage GenAI for post-call qualityautomation, interaction analytics, and real-time agent assist(Agent Guidance, next-best action, knowledge retrieval). This is ahigh-impact role, ideal for someone who thrives at the intersectionof AI innovation, customer value, and strategic selling. Whatyou’ll be doing Lead technical discovery sessions with enterprisecustomers to deeply understand their contact center environment,compliance requirements, VoiceAI, real-time agent requirements, QAworkflows, and operational goals. Design and deliver customized,value-driven demos and POVs showcasing: Intent recognition andinteraction categorization (L1,L2,&L3) using intent, sentiment,and behavioral models Automated call quality scoring using machinelearning and rule-based models GenAI-powered call summarization,compliance checks, and coaching recommendations LLM-basedintent/sentiment detection, behavioral insights, and escalationtriggers Build and maintain enterprise demo environments thatsimulate real-world contact center processes: Integrate LLMs forpost-call transcript analysis and automated scoring explanationsUse speech-to-text engines and language models for generatinginsights Demonstrate auto-scoring based on ML classifiers,thresholds, and QA rubrics Develop pre-packaged demo assets thathighlight: Next-best action flows for real-time agent assistKnowledge surfacing using retrieval-augmented generation (RAG)API-based integrations with CRMs, case management, and QA toolsCollaborate closely with Product and Engineering to bring customerfeedback into roadmap conversations. Educate and advise prospectsand customers on how to implement GenAI in real-world QA use casesacross regulated industries (e.g., financial services, healthcare,insurance). Assist Sales in defining value realization metrics andbuilding business cases tied to productivity, compliance, andcustomer experience KPIs. Serve as a technical and strategicadvisor during pilot programs, ensuring success criteria forpost-call quality automation and agent performance insights are metWhat you bring to the role 5 years in a Sales Engineering,Solutions Architecture, or Pre-Sales role supporting AI, ML, orContact Center technologies Experience with Generative AI / LLMs(OpenAI, Claude, Gemini, etc.) and related ecosystems (LangChain,RAG, embeddings, etc.) Strong understanding of contact centerinteraction workflows and platforms (e.g., NICE, Genesys, Five9,Amazon Connect) Demonstrated experience presenting to technical andexecutive audiences Hands-on with coding languages/tools likePython, Postman, REST APIs, and cloud platforms (AWS, Azure, GCP)Excellent storytelling, diagramming, and objection-handling skillsWhat you can expect Competitive compensation including equityExcellent medical, dental, and vision insurance options Flexibletime off 10 Company holidays Winter Break and up to 16-weeks ofparental leave 401K plan Quarterly Lifestyle Spend Monthly MobileInternet Stipend Pre-tax Commuter Benefits Salary Range The basesalary compensation range targeted for this full-time position is$204,000-$261,000 per annum. Compensation may vary outside of thisrange depending on a number of factors, including a candidate’squalifications, skills, competencies and experience. Base pay isone part of the Total Package that is provided to compensate andrecognize employees for their work, and this role may be eligiblefor additional discretionary bonuses/incentives and equity (in theform of options). This salary range is an estimate, and the actualsalary may vary based on the Company’s compensation practices. OurCommitment to Inclusion and Belonging Observe.

AI is an EqualEmployment Opportunity employer that proudly pursues and hires adiverse workforce. Observe AI does not make hiring or employmentdecisions on the basis of race, color, religion or religiousbelief, ethnic or national origin, nationality, sex, gender, genderidentity, sexual orientation, disability, age, military or veteranstatus, or any other basis protected by applicable local, state, orfederal laws or prohibited by Company policy. Observe.

AI alsostrives for a healthy and safe workplace and strictly prohibitsharassment of any kind. We welcome all people. We celebratediversity of all kinds and are committed to creating an inclusiveculture built on a foundation of respect for all individuals. Weseek to hire, develop, and retain talented people from allbackgrounds. Individuals from non-traditional backgrounds,historically marginalized or underrepresented groups are stronglyencouraged to apply. If you are ambitious, make an impact whereveryou go, and youre ready to shape the future of Observe.

AI, weencourage you to apply.