Engagement Manager - AI Agents

Observe.AI•Redwood City, CA

6d•Hybrid

About The Position

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences 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.