Observe.AI

Artificial Intelligence

• 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.
• 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.
• 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.
• 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.
• Guide customers through operational readiness, change management, and best practices for scaling AI within their contact centers.
• 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.

Engagement Manager – AI Agents