Engagement Manager - AI Agents

Observe.AI • Redwood City, CA

2d • Hybrid

About The Position

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.

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.

Benefits

• Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
• Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
• Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best.
• Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
• 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
• Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
• Monthly Mobile + Internet Stipend : Support for remote and hybrid work connectivity needs
• Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed