Interaction Designer

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 Interaction Designer you will be needed to analyze spoken language data and derive insights. This role requires a strong background in data mining within speech and text analytics, data analysis, or a related area, with experience in speech recognition, NLP, or voice analytics. In this role you will collaborate with cross-functional teams to enhance speech-based applications, customer interactions, and AI voice technologies.

What You’ll be Doing

• Understand the quality evaluation forms of our pilot and proof of concept customers and configure trackable points of interest from these evaluation forms into the Observe.AI dashboard in order to augment & automate customer quality assurance processes
• Automate scoring for evaluation forms through configuring speech analytics tools
• Audit and resolve accuracy issues of voice analytics data to reduce false readings
• Provide thought leadership and help refresh speech analytic configurations
• Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
• Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives utilizing Observe.AI's voice analytics tools
• Work with customers to ensure that each business initiative is supported by a strong value story
• Anticipate and identify issues & conflicts to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue
• Discover unique areas of interest for each customer and tie those metrics to measurable ROI
• Understand customer's business and identify value add solutions related to Revenue,Retention and Registration as an opportunity to showcase high ROI
• Have a good understanding to Contact center industry and how we can create correlation between different KPIs
• Own and execute POC / POV engagements, including requirements gathering, configuration, validation, and outcome presentation.
• Collaborate closely with Sales, Product, and Engineering teams to support deal cycles and ensure customer success.
• Translate customer requirements into speech analytics configurations that clearly demonstrate measurable business value and ROI.

What You’ll Bring to the Role

• 2+ Experience working with speech analytic tools to identify key points of interests within contact center interactions
• Effective communication skills to collaborate with other internal team members to ensure resolution of problems
• Understanding of the contact center industry and common KPIs
• Project management skills to manage expectations and communicate the priorities, status, and progress of projects to stakeholders
• Excellent communication, presentation (both oral and written) and influencing skills
• Ability to work independently and team player in a technology driven environment

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.