Observe.AI · 1 day ago
Engagement Manager - AI Agents
Redwood City, CA
Full-time
Hybrid
Senior Level
$133K/yr - $149K/yr
5+ years expObserve.AI is the leading AI agent platform for customer experience, enabling enterprises to deploy AI agents that automate customer interactions. As an Engagement Manager, you will oversee the implementation of VoiceAI and ChatAI for enterprise customers, ensuring successful deployments and driving long-term value through effective program leadership and customer strategy.
Artificial Intelligence (AI)Customer ServiceMachine LearningNatural Language ProcessingSaaSSpeech Recognition
Responsibilities
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
Qualification
Required
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
Preferred
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)
Benefits
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
Company
Observe.AI
Observe.AI builds AI Agents for Customer Service
201-500 employees
H1B Sponsorship
Observe.AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2022 (1)
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$214.02MKey Investors
SoftBank Vision FundMenlo VenturesScale Venture Partners
2022-04-12Series C· $125M
2020-09-15Series B· $54M
2019-12-10Series A· $26M
Leadership Team
Jithendra Vepa
Co-founder & CTO
Jason Turpin
VP of Product
Recent News
2025-06-05
Company data provided by crunchbase