About Us

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

We are seeking a Software Development Engineer CCaaS to spearhead the design, implementation, and deployment of scalable integrations between Observe.AI and third-party Contact Centre-as-a-Service (CCaaS) platforms. This role demands strong ownership of integration feasibility assessments, deep hands-on expertise in telecom protocols and APIs, and a passion for solving complex customer problems through system-level thinking.

You will collaborate with diverse CCaaS platforms like Genesys, NICE, Five9, AWS Connect, and more.

What you’ll be doing

Lead feasibility and architecture design: Analyse customer CCaaS platform capabilities, perform technical feasibility studies, and identify optimal integration mechanisms (e.g. SIPREC, APIs, WebSockets).

Author technical specifications: Create detailed solution architecture diagrams , integration design documents, and execution plans tailored to each customer environment.

Build and validate PoCs: Develop prototypes and proof-of-concepts for new CCaaS integrations to de-risk delivery and validate functional compatibility.

Implement and deploy integrations: Write clean, scalable code to support real-time call/audio event ingestion; deploy and monitor integrations in cloud production environments.

Act as an escalation point: Troubleshoot and resolve complex technical issues during integrations, collaborating directly with customer teams where needed.

What you bring to the role

Must-Have Skills

• Hands-on backend development experience ( Java, Spring Boot, etc.) and cloud-native products
• Experience working with RestAPI, WebSockets, WebHooks, and WebRTC technologies
• Inclination to work on telecom/network domain-specific activities ( Comprehending CCaaS vendor documentation, Customer Network Topologies, etc.)
• Strong knowledge of networking fundamentals (TCP/IP, firewalls, load balancers) and
• operating systems
• Skilled with debugging tools like Wireshark, Postman, and log analysers
• Excellent troubleshooting and root-cause analysis capabilities

Good-to-Have

• Hands-on experience integrating with UCaaS/CCaaS platforms ( Genesys, NICE, CXone, Five9, AWS Connect, Avaya, Twilio )
• Deep understanding of telecom protocols such as SIP, SDP, RTP, SIPREC, and media stream capture
• Experience with cloud deployments ( AWS, GCP, Azure ) and observability tooling ( Grafana, Prometheus, ELK )
• Exposure to SBCs ( Session Border Controllers ) and telecom compliance requirements
• Prior experience working with or contributing to real-time AI applications ( Agent Assist )

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.