About Us: 

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

The Opportunity: 

We're seeking a Conversational AI Designer with expertise in creating LLM-powered and AI-driven conversational experiences to help shape the future of our VoiceAI agent for B2C customer service automation. This role sits at the intersection of conversational design, AI technology, and business strategy. You'll work directly with customers to envision, create, and optimize VoiceAI Agents that transform their contact center operations. This is not a traditional conversational design role – you'll be pioneering the next evolution of AI agents, using advanced LLM technology and prompt engineering to create truly intelligent voice interactions.

What you'll do day to day:

Strategic Customer Planning & Discovery

• Lead strategic planning sessions with customers to identify high-impact automation opportunities
• Design sophisticated conversation flows that align with customer needs and business goals
• Analyze customer operations and conversations to determine where Voice AI can deliver the most value
• Partner with customers to define success metrics and ROI targets for each Voice AI implementation

Voice AI Agent Creation & Optimization

• Design and develop sophisticated VoiceAI Agents using our LLM-powered platform
• Craft advanced prompts that enable natural, context-aware conversations
• Create conversational design documents, including bot personas, sample dialogues, sample conversation flow diagrams, and robust error-handling frameworks.
• Configure integrations with customer systems through APIs and tools
• Continuously optimize agent performance through testing and iteration
• Build voice flows that handle complex scenarios while maintaining natural conversation
• Post launch tuning and optimization based on performance data and customer feedback
  
  

Customer Success & Implementation

• Guide customers through the entire VoiceAI Agent lifecycle, from concept to deployment
• Train customer teams on best practices for managing and maintaining their VoiceAI Agents
• Monitor VoiceAI Agent performance and proactively identify optimization opportunities
• Work closely with product and engineering teams to enhance platform capabilities
• Document successful patterns and share best practices across the organization

What you'll bring to the role:

• 5+ years experience in conversational AI, voice user interface design, or related fields
• Proven track record of implementing successful automation solutions
• Strong understanding of contact center operations and customer service processes
• Experience with prompt engineering or natural language processing
• Excellent project management and strategic planning abilities
• Outstanding communication and presentation skills
• Ability to translate complex technical concepts for non-technical stakeholders

Preferred Qualifications:

• Familiarity with AI/ML concepts, prompt engineering, and dataset annotation.
• Background in contact center transformation or automation
• A background in speech and linguistics is preferred
• Familiarity with API integration concepts

About the Team: 

You'll be joining a dynamic team that's pushing the boundaries of what's possible with Voice AI Agents. We believe in failing fast, learning quickly, and iterating constantly. Your work will directly impact millions of customer interactions and help shape the future of customer service.

Salary Range:

The base salary compensation range targeted for this full-time position is $110,000 - $120,000 per annum + 15% Bonus. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies, and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Compensation, Benefits, and Perks

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off 
• 12 Company holidays + Winter Break and up to 14 weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not 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 basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.