Lead Engineer - Real Time AI - Observe.AI

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. 

The Opportunity

As a Engineering Lead at our company, you will spearhead the technical development of a crucial new product line in the contact center space. This position offers a challenging yet rewarding opportunity to utilize your advanced technical skills in a fast-paced, agile environment. Your efforts will be critical in shaping innovative solutions that have a direct impact on our business outcomes. 

You will lead the teams technical efforts, acting as a tech lead responsible for project deliverables and guiding the development of scalable solutions. Your deep engagement with a newly emerging product category will allow you to tackle significant problems, ensuring the solutions are robust and effectively meet business needs.

This position is akin to a founding role in a new team, where youll have the opportunity to shape the direction and success of the product from the ground up. While youll be joining a new initiative, youll be supported by the robust infrastructure of an established engineering team with over 100 members, offering a balance of stability and innovation. 

About the Team

Our team is a dynamic mix of engineers, ranging from recent college graduates to seasoned principal engineers. Several team members have been with the company for over five years, witnessing and contributing to the significant evolution of our systems and the companys growth. Our engineers share a passion for a fast-paced work environment, emphasizing quality and fostering healthy competition.

In this role, youll have the unique opportunity to work directly with principal engineers, the Director of Product, and other executives. This position offers high visibility within the organization, as it is central to a new product line that the company is heavily invested in. Your contributions will not only influence the immediate project but also the broader strategic direction of the company.

What you’ll do day to day:

• Technical Leadership: Serve as the tech lead, setting technical direction and ensuring the team delivers high-quality software solutions. Oversee all aspects of project development from conception through deployment.
• Technology Ownership: Take full ownership of critical technical components such as databases, queues, caches, and APIs. Evaluate and select technologies that best fit our requirements for performance and future growth.
• Code Excellence: Champion technical excellence and best practices within the team. Develop reusable code and libraries prioritized for long-term usability and maintainability.
• System Optimization and Management: Balance key technical pillars—scalability, reliability, security, and cost. Advocate for and manage technical debt with a focus on long-term system health.
• Advanced System Development: Develop sophisticated backend systems that support RBAC, user authentication, and real-time event and stream processing. Your expertise in low latency and high reliability will be crucial in systems where performance is directly tied to customer satisfaction.

What you’ll bring to the role:

• Experience: At least 8 years of experience in building and leading the development of production-grade software products, with a proven ability to thrive in fast-paced environments. Prior experience as a tech-lead would be advantageous to this role.
• Database Expertise: Expert knowledge in at least one standard OLTP or OLAP database, with a deep understanding of their internals and design implications.
• Real-Time Processing Skills: Advanced proficiency in real-time events and streams processing, capable of architecting and implementing complex data handling systems.
• Technical Proficiency: Strong skills in Java and Spring or similar frameworks. Proficiency in Python and hands-on experience with Docker Swarm or Kubernetes are advantageous.
• Design and System Knowledge: Comprehensive understanding of system components including queues, caches, OLAP stores, and websockets. Adept at employing design patterns to solve sophisticated engineering challenges.

Salary Range

The base salary compensation range targeted for this full-time position is $200,000-$250,000 Salary Range per annum. 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.