Software Development Engineer @ Observe.AI

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Software Development Engineer

Observe.AI
2 - 4 years
Bengaluru
4 months ago
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Job Description

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 )

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: Quality Assurance and Testing
Role: Blockchain Quality Assurance Engineer
Employement Type: Full time

Contact Details:

Company: Observe.AI
Location(s): Bengaluru

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Keyskills: Solution architecture Telecom Automation Backend GCP Debugging SIP Customer service Automotive WireShark

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Current / Recent Company (*)

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Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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Observe.AI

Observe.AI is the leading Gen AI conversation intelligence platform trusted by enterprises to empower their contact centers with real-time agent guidance, coaching, post-interaction summaries, Auto QA, and advanced business analytics. Built on the industrys most accurate contact center LLM, the plat...

Software Development Engineer @ Observe.AI

Home > Quality Assurance and Testing