What Youll Be Doing :

- Communicate Observe.AIs 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 :

- 47 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 (Meal card, PF, etc.