Manager Forward Deployed Team

About Us

Observe.AI is 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.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction.

The Opportunity

We're looking for a Manager, Forward Deployed Engineering to lead a team of highly technical AI Agent Engineers responsible for designing, building and deploying enterprise AI solutions in complex customer environments.

This is a hands-on engineering leadership role for someone who enjoys solving difficult technical problems, working directly with enterprise customers, and coaching engineers through architecture, integrations and AI implementation challenges.

Rather than managing delivery plans, you'll spend your time reviewing technical designs, guiding implementation decisions, unblocking engineers, and partnering closely with Product and Engineering to solve customer problems that don't have obvious answers.

We're looking for an engineering leader who still enjoys writing code, reviewing architecture, debugging integrations and being close to the technology.

This role requires the incumbent to work in shift hours from 4:00 PM IST to 1:00 AM IST

What You'll Be Doing

Lead & Develop the Team

• Lead and mentor a team of AI Agent Engineers, fostering a culture of technical excellence and continuous learning.
• Coach engineers through architecture reviews, debugging, system design and complex technical challenges.
• Hire and develop engineers who thrive in customer-facing technical environments.

Build & Deploy AI Solutions

• Guide the design and implementation of enterprise AI Agent solutions across LLMs, APIs, prompt engineering, RAG and enterprise integrations.
• Review architecture and implementation approaches to ensure scalable, secure and high-quality solutions.
• Stay hands-on by helping solve complex engineering and production challenges.

Partner with Enterprise Customers

• Act as the technical lead for strategic customer engagements, architecture discussions and solution design.
• Work closely with customer engineering teams to solve complex technical problems and drive successful AI deployments.

Influence the Platform

• Partner with Product and Engineering to improve platform capabilities based on customer feedback.
• Drive engineering best practices, reusable frameworks and continuous improvements across the AI platform.

What You Bring to the Role

• 10+ years of hands-on experience in Software Engineering, AI Engineering or Platform Engineering, with a proven track record of building and deploying production-grade enterprise applications
• 3+ years of experience leading high-performing engineering teams while remaining hands-on with architecture, coding, debugging and technical decision-making.
• Strong hands-on programming experience in Python, JavaScript or TypeScript.
• Deep understanding of APIs, distributed systems, cloud architectures and enterprise integrations.
• Experience with LLMs, Prompt Engineering, RAG, LangChain/LlamaIndex, vector databases and AI Agent frameworks.
• Strong engineering leadership with a passion for mentoring technical teams.
• Excellent communication skills with the ability to work across Engineering, Product and enterprise customers.