Engagement Manager - AI Agents

Observe.AI•Redwood City, CA

10d•$133,000 - $149,000•Hybrid

About The Position

Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business. Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management. Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel. As an Engagement Manager for AI Agent deployments, you’ll own how we implement VoiceAI and ChatAI for our enterprise customers - from strategy through execution. Your job is to make every deployment smooth, high-impact, and set up for long-term success. This role blends program leadership, customer strategy, and value realization. You’ll guide complex rollouts, coordinate across multiple teams, manage risks, and ensure every launch delivers clear, measurable outcomes.

Requirements

5+ years in enterprise customer delivery, professional services, program management, or consulting (SaaS, AI, CX, digital transformation, or contact center domains preferred)
Proven success leading complex enterprise implementations with cross-functional and executive stakeholders.
Strong understanding of contact center KPIs like containment, AHT, CSAT, NPS, and how they influence AI Agent projects.
Comfort leading customer-facing discussions - from deep technical troubleshooting to weekly project demos.
Demonstrated ability to manage multiple projects simultaneously in fast-paced, evolving environments.
Excellent communication, training, documentation, and relationship-building skills.

Nice To Haves

Experience with Conversational AI, VoiceAI, RAG systems, or NLU/NLP platforms.
Hands-on experience to CCaaS platforms (Genesys, NICE, Amazon Connect, Five9, Talkdesk, Zoom Contact Center).

Responsibilities

Lead End-to-End AI Agent Delivery: Own AI Agent deployments from kickoff → design → build → testing → go-live → hypercare → optimization.
Conduct business and technical discovery to deeply understand customer workflows, KPIs, and success criteria.
Orchestrate a Cross-Functional Delivery Pod: Lead a matrixed delivery team including Experience Designers, AI Agent Engineers, and Telephony Engineers.
Coordinate with Engineering on feature gaps, technical escalations, and roadmap alignment.
Drive Customer Outcomes & Long-Term Success: Own the success of multi-phase AI transformation programs.
Post–go live, act as the customer’s primary AI Agent program lead - running QBRs, tracking KPIs, and driving continuous value.
Establish Scalable Processes & Governance: Create and refine playbooks, delivery templates, evaluation frameworks, UAT processes, hypercare models, and best practices
Ensure compliance with testing, evaluation frameworks, UAT processes, and deployment checklists.
Manage timelines, deliverables, documentation, and cross-functional dependencies for multiple concurrent customer programs.
Customer Enablement & Training: Guide customers through operational readiness, change management, and best practices for scaling AI within their contact centers.
Be the Face of AI Strategy for Enterprise Customers: Present confidently to frontline leaders, IT executives, and C-suite stakeholders.
Translate complex AI/technical concepts into business outcomes and guide customers through AI maturity and transformation journeys.