Engagement Manager – AI Agents
Observe.AI
full-time
Posted on:
Location Type: Hybrid
Location: Redwood City • California • United States
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Salary
💰 $133,000 - $149,000 per year
About the role
- 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.
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.
- Bonus points for:
- 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).
Benefits
- Competitive compensation including equity
- Excellent medical, dental, and vision insurance options
- Flexible time off
- 10 Company holidays + Winter Break and up to 16-weeks of parental leave
- 401K plan
- Quarterly Lifestyle Spend
- Monthly Mobile + Internet Stipend
- Pre-tax Commuter Benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI Agent deploymentsbusiness and technical discoveryUAT processesevaluation frameworkschange managementAI transformationproject managementprogram managementtechnical troubleshootingdelivery templates
Soft Skills
communicationrelationship-buildingleadershiptrainingdocumentationpresentationorganizationalcustomer-facing discussionsproblem-solvingcollaboration