Observe.AI

Engagement Manager - AI Agents

Observe.AI • $133K — $149K *
Redwood City, CA 94061Hybrid
Enterprise Technology
5 - 7 years of experience
3 days ago
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Job Overview by Ladders

Qualifications

  • 5+ years in enterprise customer delivery, program management, or consulting with a focus on SaaS or AI
  • Proven record of leading complex implementations with cross-functional stakeholders
  • Strong grasp of contact center KPIs influencing AI Agent projects
  • Comfortable in customer-facing discussions, from technical troubleshooting to project demos
  • Ability to manage multiple projects in fast-paced environments
  • Excellent communication, training, and relationship-building skills
  • Bonus for experience with Conversational AI or CCaaS platforms

Responsibilities

  • Lead end-to-end delivery of AI Agent deployments, from kickoff to optimization.
  • Conduct business and technical discovery to understand customer workflows and success criteria.
  • Orchestrate a cross-functional delivery team and manage technical escalations.
  • Drive customer outcomes post-go-live, tracking KPIs and running QBRs.
  • Establish scalable processes and governance frameworks for deployments.
  • Guide customers through operational readiness and best practices.
  • Present AI strategy confidently to various stakeholders, translating complex concepts into business outcomes.

Benefits

  • Competitive compensation that includes equity opportunities
  • Comprehensive medical, dental, and vision insurance
  • Flexible paid time off with unlimited PTO policy
  • 10 company holidays and paid parental leave
  • 401(k) plan with long-term financial planning support
  • Quarterly lifestyle spending account for wellness and learning
  • Monthly mobile and internet stipend for remote work support
  • Autonomy in a role shaping the future of customer experience.
Full Job Description
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 14 design 14 build 14 testing 14 go-live 14 hypercare 14 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).

Why You'll Love It Here
  • Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
  • Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
  • Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best.
  • Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
  • 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
  • Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
  • Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
  • Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees
  • Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.

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.

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About Observe.AI

Observe.AI is a provider of AI-powered voice customer service solutions. The company's platform uses machine learning and natural language processing to analyze customer interactions and provide insights to improve customer service. Observe.AI's solutions are used by companies in industries such as retail, finance, and healthcare to improve customer satisfaction and reduce costs. The company was founded in 2017 and is headquartered in San Francisco, California.
Learn more about Observe.AI
Size
200 employees
Industry
Information Technology
Founded
2017
* Ladders Estimates

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