Agentic AI Implementation Customer Success Engineering Manager Night Shift

Location: Bengaluru or Chennai (Hybrid Primarily WFH with occasional in-office or overseas travel as required)

Work Hours Night Shift (7:00 PM 3:00 AM IST) (Overlap with global customers and cross-functional teams)

Experience: 6-8 Yearsin AI Implementation Customer Success Engineering or Technical Delivery Roles

About the Role:

Nextiva is seeking an experiencedAgentic AI Implementation Managerto lead the successful onboarding deployment and optimization of AI-driven customer experience solutions. This role combinestechnical depth in Agentic AIstrong customer-facing ownership andpeople managementto ensure consistent high-quality delivery across multiple enterprise customers.

You will manage a team of approximately10 AI Implementation Engineers oversee complex agentic AI workflows and act as the primary escalation point for customerimplementations. The role requires hands-onexpertiseinprompt engineering agent orchestration tool-calling and workflow design along with the ability to translate customer business goals into scalable AI solutions.

Key Responsibilities:

Agentic AI Strategy & Implementation Leadership

• Ownend-to-end deliveryof Agentic AI implementations across multiple customer accounts.
• Design and reviewagentic AI architectures including multi-agent workflows tool orchestration decision trees and fallback logic.
• Guide teams on advancedprompt engineering agent memory management constraints and guardrails to minimize hallucinations and ensure reliable outputs.
• Drive standardization and best practices for agent design evaluation and deployment.

Customer Onboarding & Success Ownership

• Leadcustomer discovery and onboardingfor AI implementations gathering business requirements workflows and success metrics.
• Translate customer needs intotechnical implementation plans timelines and success criteria.
• Act as theprimary escalation pointfor complex or high-risk customer issues during onboarding or production usage.
• Partner with Customer Success and Account teams to ensureadoption value realization and long-term successof AI solutions.

Team Management & Mentorship

• Manage mentor and coach a team of10 AI Implementation / Customer Success Engineers.
• Review and approve prompts workflows andimplementationdesigns tomaintainquality and consistency.
• Conduct regular performance reviews skill development planning and technical guidance.
• Ensure balanced workload delivery timelines and high team morale in a night-shift environment.

Workflow Tools & Integration Oversight

• Oversee development and optimization ofagentic workflowsusing workflow builders andno-code/low-code platforms.
• Ensure proper integration of AI agents withCRMs CX platforms APIs ticketing systems and communication tools.
• Guide the team on implementingtool-calling / function-callingwithin AI agents using platform capabilities.
• Troubleshoot and resolve complex workflow data or integration issues.

Conversation Design & Quality Assurance

• Establish standards forconversation design tone and brand alignment across all AI agents.
• Review and improve agent responses to ensure clarity accuracy and user satisfaction.
• Define and trackquality metricssuch as containment rate resolution accuracy and customer satisfaction.
• Drive continuous improvement through prompt iteration testing and evaluation frameworks.

Cross-functional Collaboration & Feedback Loop

• Collaborate closely withProduct Engineering and AI Platform teamsto influence roadmap and feature improvements.
• Represent customer feedback and implementation insights to improve platform scalability and usability.
• Contribute to internal enablement by definingimplementationplaybooks templates and best practices.

Documentation Training & Process Excellence

• Ensure comprehensive documentation foragent architectures workflows prompts integrations and customer-specific setups.
• Train customers and internal stakeholders on AI capabilities limitations and best practices.
• Define and refineimplementation processes SLAs and escalation paths.

Required Skills & Qualifications:

• Bachelors degree in Computer Science Engineering Information Technology Data Science or a related field.
• 6 years of experience in AI product implementation customer success engineering or technical delivery roles including people or project leadership responsibilities
• Prior experience supporting US-based customers in a customer-facing delivery or implementation role strongly preferred.
• Proven ability to lead customer-facing engagements including escalations complex implementations and executive-level conversations.
• Excellent spoken and written English with the ability to clearly communicate complex technical and AI-driven concepts to non-technical stakeholders.
• Proven experienceonboarding enterprise customersfor AI or automation solutions.
• Strong hands-onexpertiseinAgentic AI workflows prompt engineering and tool/function calling.
• Experience managing and mentoringtechnical implementation teams.
• Solid understanding ofLLMs(GPT-4o Gemini Claude Llama etc.) and generative AI concepts.
• Working knowledge ofPython APIs SaaS tools and workflow automation platforms.
• Ability to design guardrails constraints and evaluation strategies for safe and reliable AI outputs.
• Strong analytical problem-solving and escalation-handling skills.
• Willingness to work night shifts and collaborate with global customers and teams.

What We Offer:

• Leadership role in building and scalingAgentic AI implementationsfor global customers.
• Opportunity to shapebest practices architecture standards and delivery processes.
• Clear growth path intoAI Solutions Leadership Product Management or Customer Success Leadershiproles.
• Hybrid work environment with flexibility and high ownership.
• Collaborative global team working on cutting-edge GenAI solutions.

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.

• Medical - Medical insurance coverage is available for employees their spouse and up to two dependent children with a limit of 500000 INR as well as their parents or in-laws for up to 300000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance - 15 days of Privilege leaves per calendar year 6 days of Paid Sick leave per calendar year 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves 1 week of Paternity leave a day off on your Birthday and paid holidays
• Financial Security - Provident Fund & Gratuity
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

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