Engagement Manager (AI Agents)

TL;DR

Engagement Manager (AI Agents): Implementing VoiceAI and ChatAI for enterprise customers from strategy through execution, ensuring smooth, high-impact deployments. Focus on program leadership, customer strategy, value realization, and guiding complex rollouts to deliver clear, measurable outcomes.

Location: Redwood City, CA (Hybrid)

Salary: $133,000-$149,000 Range per annum

Company

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines.

What you will do

• Lead end-to-end AI Agent delivery from kickoff through optimization.
• Lead a matrixed delivery team including Experience Designers, AI Agent Engineers, and Telephony Engineers.
• Drive customer outcomes & long-term success by owning the success of multi-phase AI transformation programs.
• Establish scalable processes & governance, ensuring compliance with testing, evaluation frameworks, UAT processes, and deployment checklists.
• 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, translating complex AI/technical concepts into business 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 have

• 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).

Culture & Benefits

• Competitive compensation including equity.
• Excellent medical, dental, and vision insurance options.
• Flexible time off and 10 Company holidays + Winter Break.
• 401K plan.
• Quarterly Lifestyle Spend.