Senior 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 Senior 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 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 skillsSalary Range The base salary compensation range targeted for thisfull-time position is $188,000-$241,000 per annum. Compensation mayvary outside of this range depending on a number of factors,including a candidate’s qualifications, skills, competencies andexperience. Base pay is one part of the Total Package that isprovided to compensate and recognize employees for their work, andthis role may be eligible for additional discretionarybonuses/incentives and equity (in the form of options). This salaryrange is an estimate, and the actual salary may vary based on theCompany’s compensation practices. Our Commitment to Inclusion andBelonging Observe.

AI is an Equal Employment Opportunity employerthat proudly pursues and hires a diverse workforce. Observe AI doesnot make hiring or employment decisions on the basis of race,color, religion or religious belief, ethnic or national origin,nationality, sex, gender, gender identity, sexual orientation,disability, age, military or veteran status, or any other basisprotected by applicable local, state, or federal laws or prohibitedby Company policy. Observe.

AI also strives for a healthy and safeworkplace and strictly prohibits harassment of any kind. We welcomeall people. We celebrate diversity of all kinds and are committedto creating an inclusive culture built on a foundation of respectfor all individuals. We seek to hire, develop, and retain talentedpeople from all backgrounds. Individuals from non-traditionalbackgrounds, historically marginalized or underrepresented groupsare strongly encouraged to apply. If you are ambitious, make animpact wherever you go, and youre ready to shape the future ofObserve.

AI, we encourage you to apply.