Engagement Manager - AI Agents

About Us 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.

Why Join Us 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.

What You’ll Be Doing

• 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.

What You'll Bring To The Role

• 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).

Perks & 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

Salary Range The base salary compensation range targeted for this full-time position is $133,000-$149,000 Range per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai . Redwood City, CA (Hybrid)