About Us
Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.
Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.
Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.
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'll 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 i