Engagement Manager, Observe.AI
AI Agents
$133-149k
+ Equity
Office located in Redwood City, CA
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
$133-149k
+ Equity
Office located in Redwood City, CA
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 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)
What the job involves
- 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
- 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
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centers through AI by automating tasks and form filling, helping people find more information quicker.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than the businesses they serve - providing valued call optimization tools to improve operatives' performance. It also supplies an analysis engine for cross-channel customer interactions, which enables users to find new revenue opportunities, employ effective coaching and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.4m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
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