Engagement Manager

Observe.AI; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Medical insurance and telemedicine

Holidays and paid leave

Learning & development fund

Flexible benefits

Team events and culture

Rapid career growth

Job summary

Observe.AI, Bengaluru, India, seeks an Engagement Manager for AI Agent deployments to lead enterprise customer programs from strategy through execution. You will coordinate cross-functional pods including designers, engineers, and Telephony experts, manage risks, and drive measurable outcomes.

You’ll guide multi-phase transformations, run quarterly business reviews, and ensure sustained value while building scalable playbooks and deployment templates for future engagements.

Qualifications

• 5+ years in enterprise customer delivery, professional services, or consulting within SaaS, AI, CX, or digital transformation.
• Proven success leading complex enterprise implementations with cross-functional and executive stakeholders.
• Strong understanding of contact center KPIs (containment, AHT, CSAT, NPS) and their impact on AI projects.
• Comfort leading customer-facing discussions from technical troubleshooting to weekly project demos.
• Demonstrated ability to manage multiple projects in fast-paced, evolving environments.
• Excellent communication, training, documentation, and relationship-building skills.

Responsibilities

• Lead End-to-End AI Agent Delivery for enterprise customers, from strategy to execution.
• Orchestrate a cross-functional delivery pod with Design, AI Engineers, and Telephony teams.
• Drive customer outcomes, run QBRs, track KPIs, and realize ongoing value post-launch.
• Create and refine playbooks, templates, evaluation frameworks, UAT processes, and deployment checklists.
• Manage timelines, deliverables, documentation, and dependencies across multiple programs.
• Guide customers through operational readiness, change management, and AI scaling best practices.
• Present to frontline leaders, IT execs, and C-suite; translate AI concepts into business outcomes.

Skills

Enterprise delivery

Program management

SaaS

AI/CX

Customer facing

Tools

Genesys

NICE

Amazon Connect

Five9

Talkdesk

Zoom Contact Center

Job description

Observe.AIis 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.AIhelps 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. 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:

• 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.
• 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 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.

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)
• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive), recognition, and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds and historically marginalized or underrepresented groups are strongly encouraged to apply.