Principal Sales Engineer – VoiceAI 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 3 years of experience in designing andimplementing conversational voice & chat-based IVAs. Provenexperience working with LLMs (e.g., GPT, Claude, Gemini) specificto real-time and post call contact center applications (Behavioral,Sentiment, Speech, Manual & Automated Quality, Copilot/AgentAssist, and IVAs). Experience with natural language understanding(NLU) and dialogue management platforms. Foundational tointermediate experience in working with APIs for source systemintegrations — including data pulls (e.g., customer info,transaction data) and data pushes (e.g., IVR updates, CRM actions)in real-time or near real-time environments. Deep understanding ofvoice channel orchestration including ASR/TTS integration, barge-inhandling, and latency optimization. Experience with call flowarchitecture, prompt engineering, and context-aware conversationdesign. Familiarity with telephony platforms (e.g., Genesys,Twilio, Five9, NICE) and voice bot deployment strategies.

Understanding of ethical AI, data privacy (e.g., GDPR, CCPA), andgovernance in regulated industries (e.g., financial services,healthcare). Ability to work cross-functionally with product,design, and QA teams to launch high-quality voice experiences.

Preferred Qualifications:

Experience fine-tuning or trainingdomain-specific LLMs or SLMs. Familiarity withsupervised/unsupervised learning techniques and evaluation ofconversational AI performance. Working knowledge of contact centerAI ecosystems, including agent assist, call summarization,interaction, behavioral and sentiment analytics. Strongstorytelling, documentation, and presentation skills for showcasingconversational designs to stakeholders. What you can expectCompetitive compensation including equity Excellent medical,dental, and vision insurance options Flexible time off 10 Companyholidays Winter Break and up to 16-weeks of parental leave 401Kplan Quarterly Lifestyle Spend Monthly Mobile Internet StipendPre-tax Commuter Benefits Salary Range The base salary compensationrange targeted for this full-time position is $204,000-$261,000 perannum. Compensation may vary outside of this range depending on anumber of factors, including a candidate’s qualifications, skills,competencies and experience. Base pay is one part of the TotalPackage that is provided to compensate and recognize employees fortheir work, and this role may be eligible for additionaldiscretionary bonuses/incentives and equity (in the form ofoptions). This salary range is an estimate, and the actual salarymay 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.