Observe.AI

Observe.AI

Engagement Manager - AI Agents

Redwood City, CA (Hybrid) · Full-time

Sponsorship not specified$133k-$149kDetected 6 days ago
NLPRAGAgentic AICustomer SupportLeadershipCommunication

About the role

  • Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes.
  • This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.
  • Your job is to make every deployment smooth, high-impact, and set up for long-term success.

Responsibilities

  • Lead End-to-End AI Agent Delivery:
  • Own AI Agent deployments from kickoff → design → build → testing → go-live → hypercare → optimization.
  • Lead a matrixed delivery team including Experience Designers, AI Agent Engineers, and Telephony Engineers.
  • 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.
  • Create and refine playbooks, delivery templates, evaluation frameworks, UAT processes, hypercare models, and best practices
  • Manage timelines, deliverables, documentation, and cross-functional dependencies for multiple concurrent customer programs.
  • 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).
  • Present confidently to frontline leaders, IT executives, and C-suite stakeholders.
  • 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.

Skills

  • Ensure compliance with testing, evaluation frameworks, UAT processes, and deployment checklists.

Compensation

  • 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.
  • Market-aligned base pay, performance incentives, and meaningful equity ownership

Company info

  • Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle-from handling customer conversations to supporting frontline teams and optimizing operations.
  • Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.
  • Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.
  • 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.
  • 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.
  • Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale.
  • The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle-from handling customer conversations to supporting frontline teams and optimizing operations.
  • What You'll Be Doing
  • Guide customers through operational readiness, change management, and best practices for scaling AI within their contact centers.

Equal opportunity

  • Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce.
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This listing is sourced directly from Observe.AI's careers page and normalized into a canonical job model.