Engagement Manager

Role Overview

The Engagement Manager will lead enterprise customer implementation projects for AI-driven automation solutions in the contact center space. You’ll serve as the primary point of contact during deployment, combining hands-on project leadership with strategic advisory to ensure measurable business outcomes.

Responsibilities

• Lead end-to-end customer implementation projects, ensuring timely delivery, scope alignment, and achievement of defined success metrics.
• Act as the Professional Services owner for assigned customers during active deployments.
• Provide trusted advisory on platform configuration, AI capabilities, and conversational automation strategies.
• Coordinate internal resources and collaborate with other Engagement Managers to ensure proper staffing and execution.
• Help develop and enforce implementation methodologies and delivery standards.
• Facilitate customer communications, including kickoff meetings, status updates, and executive business reviews.
• Manage stakeholder expectations and support issue resolution in fast-moving environments.

Requirements

• 2–3 years experience in customer-facing delivery: project management, consulting, or implementation.
• Strong technical fluency to discuss APIs, platforms, and AI/automation concepts at a high level.
• Excellent communication and presentation skills, including experience leading workshops and executive reviews.
• Proven ability to manage multiple priorities in high-pressure environments.
• Strong relationship-building skills; ability to influence stakeholders and drive alignment.
• Bachelor’s degree in a technical/related field (or equivalent experience).
• Willingness to travel ~25%.

Nice to Haves

• (Not explicitly stated in the posting.)