Software Development Engineer II - CCaaS

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.

Join Observe.AI and build the backend that powers AI agents transforming customer service for global enterprises. You’ll work on complex, high-scale systems where your code has a direct and visible impact. With a culture that prizes speed, innovation, and ownership, this is your chance to sharpen your skills and shape the future of AI-powered experiences.

You’ll work closely with product, design, and engineering leaders to ensure we’re solving the right problems the right way. If you want an opportunity where your ideas matter, your code ships fast, and your growth is fueled by meaningful challenges alongside supportive peers, this is the place for you.

• Interact with clients directly and drive technical discovery calls

• Understand the customer requirements perform a feasibility study of the Customer CCaaS Offerings and identify the right method for the integration

• Prepare the design document and execution plan for the integration between OAI and Customer CCaaS infrastructure

• Build a Proof-Of-Concept(PoC) to validate the integration

• Code, unit test, and deploy the newly built CCaaS integration to production servers

• Guide the junior engineers with technical queries on product, process, and technology

• Handle Customer Escalations and take part in live troubleshooting sessions

• Work with cross-functional teams(PreSales, Customer Success Managers, Implementation Managers) to clarify technical queries, product features, and custom requests

• Work with the product team to ideate new features based on product gaps and usage trends

What You’ll Bring To The Role

• 2+ years of experience in building large-scale products

• Expertise in Java or Golang.

• Knowledge of container management tools (docker-swarm, Kubernetes) is a plus. An ability to perform well in a fast-paced environment

• Good knowledge in at least one of the SQL or no-SQL databases: Postgres, MongoDB, Cassandra, Redis

• Hands-on experience with telecom protocols (SIP/SDP, RTP, etc.)

• Hands-on with SIPREC, REST API, WebSockets, WebRTC, and gRPC technologies

• Hands on with tools like WireShark, Postman etc

• 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