Engagement Manager – AI Agents

Observe.AI is hiring an Engagement Manager – AI Agents to lead enterprise deployments of our VoiceAI and ChatAI solutions from our Redwood City, CA office in a hybrid setting. This is a full-time role for a customer-focused delivery leader who can turn ambitious AI programs into measurable business results.

About the Role

As an Engagement Manager at Observe.AI, you will take complete ownership of how AI Agents are implemented for our enterprise customers, guiding each engagement from initial strategy through go-live and ongoing optimization. The position brings together program leadership, customer strategy, and value realization, putting you at the center of complex rollouts that span multiple teams and stakeholders.

Key Responsibilities

• Own the full AI Agent delivery lifecycle—kickoff, design, build, testing, launch, hypercare, and continuous improvement.
• Run business and technical discovery to map customer workflows, KPIs, and definitions of success.
• Lead a cross-functional delivery pod of Experience Designers, AI Agent Engineers, and Telephony Engineers, while partnering with Engineering on escalations and roadmap alignment.
• Serve as the customer's primary program lead after launch, hosting QBRs, monitoring KPIs, and driving lasting value.
• Build and refine playbooks, delivery templates, evaluation frameworks, UAT processes, and hypercare models to keep delivery scalable and compliant.
• Manage timelines, documentation, and dependencies across several concurrent customer programs.
• Coach customers on operational readiness, change management, and scaling AI within their contact centers.
• Represent AI strategy to frontline leaders, IT executives, and C-suite stakeholders, translating technical concepts into business outcomes.

Qualifications

• 5+ years in enterprise customer delivery, professional services, program management, or consulting—ideally within SaaS, AI, CX, digital transformation, or contact center domains.
• A track record of delivering complex enterprise implementations alongside cross-functional and executive stakeholders.
• Working knowledge of contact center metrics such as containment, AHT, CSAT, and NPS, and how they shape AI Agent initiatives.
• Confidence leading customer conversations that range from technical troubleshooting to project demos.
• Proven capacity to juggle multiple projects in fast-moving environments, backed by strong communication and relationship-building skills.
• Bonus: exposure to Conversational AI, VoiceAI, RAG, or NLU/NLP platforms, plus hands-on work with CCaaS tools like Genesys, NICE, Amazon Connect, Five9, Talkdesk, or Zoom Contact Center.

About Observe.AI

Observe.AI is the AI Agents platform for customer experience, enabling organizations to deploy purpose-built AI Agents that understand context, make decisions, and act across the entire CX lifecycle. Trusted by brands including DoorDash, Affordable Care, Signify Health, and Verida, our CX-native platform helps companies resolve issues faster, lift agent productivity, and deliver consistent service at scale.

How to Apply

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