Senior Integrations Engineer

About Us Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.

On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health,and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

Why join us At Observe.AI , you’ll be at the forefront of driving customer success by owning critical integrations that power our AI platform. This role allows you to work directly with senior stakeholders, solve complex technical challenges using modern cloud technologies (AWS, MongoDB, Python), and influence how customers realise value from Day 1. You’ll collaborate cross-functionally with Product, Engineering, and Success teams, act as the technical SME in customer conversations, and design scalable solutions that shape both customer workflows and our platform’s growth—all while mentoring others and expanding your own expertise.

What You’ll Be Doing

• Communicate Observe.AI’s infrastructure and technology to customers in a clear and consultative manner.
• Plan and execute integrations with Observe.AI, enabling clients to optimise their CCaaS setup and data export mechanisms. Independently handle complex integrations and lead customer technical discovery calls.
• Provide Level 2 support, troubleshoot client issues, and create detailed engineering tickets for resolution.
• Oversee end-to-end customer integration processes, including planning, technical configuration, and delivery.
• Develop and deploy scripts following best practices, with proper logging, alerting, and monitoring.
• Serve as the technical escalation point for the team, driving timely solutions and guiding junior engineers.
• Collaborate with cross-functional teams (Tech Support, SE, Implementations, CSM, Engineering) on escalations, feature requests, and automation initiatives.
• Document complex integrations, technical processes, and step-by-step solutions.
• Build tools and solutions to automate internal processes and enhance cross-team efficiency.
• Identify implementation and configuration risks and coordinate with relevant teams for mitigation.
• Provide tactical solutions for strategic customers, ensuring optimal setup and workflows.
• Partner with SE and Engineering teams to develop Proof of Value (POV) use cases and maximise customer success with integrations.
• Stay hands-on with integration technologies, including AWS (S3, Lambda, CLI, EC2, SQS, CloudWatch, CloudTrail, Systems Manager, Transfer Family), MongoDB, Python, and related tools.

What You Bring To The Role

• 4–7 years of enterprise software experience, with 2+ years in a customer-facing technical role.
• Background in development, sales engineering, or integration engineering, preferably in SaaS/cloud-hosted solutions.
• Strong troubleshooting and problem-solving skills with a proven track record of managing technical projects.
• Hands-on programming experience (Python, Java, etc.) and proficiency in cloud platforms (AWS required).
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Self-motivated, proactive, and able to operate independently without day-to-day management.
• Experience in SaaS-to-Enterprise data integration; quick to learn new technologies, including Observe.AI and customer-specific software.

Perks & Benefits

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

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.