Engagement Manager - AI Agents
Core
Lead end-to-end deployment and strategy for enterprise VoiceAI and ChatAI agent programs, ensuring successful implementation and long-term customer value realization.
Role type
Senior Engagement Manager (AI Agent Deployments)
Builds
Autonomous AI Agents for customer experience (VoiceAI, ChatAI) deployed across enterprise contact centers.
Domain
Customer Experience (CX), Contact Centers, Generative AI, Conversational AI
Deliverable
production ML models | product features
Required skills
Enterprise program management, cross-functional team leadership, AI transformation strategy, contact center KPIs (CSAT, NPS, AHT, containment), stakeholder management, change management, project delivery orchestration
Preferred skills
Conversational AI, VoiceAI, RAG systems, NLU/NLP platforms, CCaaS platforms (Genesys, NICE, Amazon Connect, Five9, Talkdesk, Zoom Contact Center)
Technologies
VoiceAI, ChatAI, RAG, NLU, NLP, Genesys, NICE, Amazon Connect, Five9, Talkdesk, Zoom Contact Center
Responsibilities
Own AI Agent deployments from kickoff to hypercare and optimization; orchestrate cross-functional delivery pods including engineers and designers; drive customer outcomes via QBRs and KPI tracking; establish scalable delivery processes and governance; manage timelines and dependencies for multiple concurrent programs; present AI strategy to C-suite and executive stakeholders.
Seniority
Senior, hands-on IC with program leadership