AI Agent Engineer, Client Facing at Observe.AI

Hiring in Toronto Canada Only

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

We're looking for an AI Agent Engineer to lead the charge in building and deploying enterprise-grade Voice, Chat AI agents and AI Copilot. This role is hands-on, customer-facing, and pivotal in bringing AI solutions to life - from design and integration to deployment and optimization.

You’ll own the end-to-end lifecycle of AI Agents: building, integrating, testing, demoing to clients, deploying into production, and tuning performance.

What You'll Be Doing

• Build & Deploy Agents: Own the implementation of AI Agents including prompt design, workflow configuration, integrations, telephony setup, and evaluation frameworks.
• Client Engagement: Act as the primary technical partner for customers—lead regular demos, communicate progress, gather feedback, and guide solutions from concept to production.
• Systems Integration: Configure and connect systems using APIs—handling authentication, data mapping, error handling, and integrations with CRMs, knowledge bases, and other enterprise tools.
• Telephony Integration: Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality.
• Prompt Design & Optimization: Write and refine prompts for LLM-driven agents, monitor performance, test iteratively, and ensure agents meet automation and containment targets.
• Strategic Partner: Translate customer requirements into actionable solutions; work consultatively to unblock challenges in security, connectivity, or knowledge ingestion.
• Cross Functional Collaboration: Collaborate with product/engineering teams to elevate platform gaps and resolve deep technical fixes and platformization, while independently driving leading client implementations.

What You'll Bring To The Role

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• 3+ years in conversational AI, solution engineering, system integration, or delivering AI/LLM-based applications in customer environments, software engineering, or system integration with hands-on delivery of AI/LLM-based solutions.
• Strong ability to communicate and lead customer-facing discussions - from deep technical troubleshooting to weekly project demos. Ability to explain complex technical concepts to non-technical audiences.
• Must have strong hands-on skills in prompt design, workflow building and API integration (SIP, Twilio, Amazon Connect, etc.).
• Familiarity with LLMs (GPT, Claude, Gemini), vector DBs, and orchestration frameworks (LangChain, LlamaIndex, etc.).
• Working knowledge of retrieval-augmented generation (RAG) concepts, implementation patterns and performance optimization.
• Programming experience in Python, JavaScript, or similar for scripting and integrations
• Strong problem-solving mindset: ability to find workarounds, unblock integrations, and adapt to customer-specific ecosystems.
• Experience with integration tools and Integration Platform-as-a-Service (iPaaS) providers, such as n8n, Zapier, or similar platforms and proficiency in API integrations and data flow management is a plus.
• Familiarity with telephony or voice systems (SIP, CCaaS, PSTN) is a plus.

Why You’ll Love It Here

• Competitive compensation including equity
• Private Health Insurance. The coverage includes prescription drugs, dental care, vision care, paramedical services, mental health benefits, and bundled life insurance, AD&D, and disability coverage
• Registered Retirement Savings Plan (RRSP)
• Monthly stipend to support work from home.

Salary Range

The base salary compensation range targeted for this full-time position is $120,000 - 160,000 CADper year.

Total compensation may also include variable or discretionary incentive components. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.

Our Commitment to Inclusion and Belonging

Observe.AI is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. Accommodations are available upon request throughout the recruitment process.

AI Disclosure

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our talent acquisition team.

#LI-Remote