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 Years in AI Implementation, Customer Success Engineering, or Technical Delivery Roles 

About the Role: 

Nextiva is seeking an experienced Agentic AI Implementation Manager to lead the successful onboarding, deployment, and optimization of AI-driven customer experience solutions. This role combines technical depth in Agentic AI, strong customer-facing ownership, and people management to ensure consistent, high-quality delivery across multiple enterprise customers. 

You will manage a team of approximately 10 AI Implementation Engineers, oversee complex agentic AI workflows, and act as the primary escalation point for customer implementations. The role requires hands-on expertise in prompt 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

• Own end-to-end delivery of Agentic AI implementations across multiple customer accounts. 
• Design and review agentic AI architectures, including multi-agent workflows, tool orchestration, decision trees, and fallback logic. 
• Guide teams on advanced prompt 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

• Lead customer discovery and onboarding for AI implementations, gathering business requirements, workflows, and success metrics. 
• Translate customer needs into technical implementation plans, timelines, and success criteria. 
• Act as the primary escalation point for complex or high-risk customer issues during onboarding or production usage. 
• Partner with Customer Success and Account teams to ensure adoption, value realization, and long-term success of AI solutions. 

Team Management & Mentorship

• Manage, mentor, and coach a team of ~10 AI Implementation / Customer Success Engineers. 
• Review and approve prompts, workflows, and implementation designs to maintain quality 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 of agentic workflows using workflow builders and no-code/low-code platforms. 
• Ensure proper integration of AI agents with CRMs, CX platforms, APIs, ticketing systems, and communication tools. 
• Guide the team on implementing tool-calling / function-calling within AI agents using platform capabilities. 
• Troubleshoot and resolve complex workflow, data, or integration issues. 

 Conversation Design & Quality Assurance

• Establish standards for conversation design, tone, and brand alignment across all AI agents. 
• Review and improve agent responses to ensure clarity, accuracy, and user satisfaction. 
• Define and track quality metrics such 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 with Product, Engineering, and AI Platform teams to influence roadmap and feature improvements. 
• Represent customer feedback and implementation insights to improve platform scalability and usability. 
• Contribute to internal enablement by defining implementation playbooks, templates, and best practices. 

 Documentation, Training & Process Excellence

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

Required Skills & Qualifications:

• Bachelor’s 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 experience onboarding enterprise customers for AI or automation solutions. 
• Strong hands-on expertise in Agentic AI workflows, prompt engineering, and tool/function calling. 
• Experience managing and mentoring technical implementation teams. 
• Solid understanding of LLMs (GPT-4o, Gemini, Claude, Llama, etc.) and generative AI concepts. 
• Working knowledge of Python, 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 scaling Agentic AI implementations for global customers. 
• Opportunity to shape best practices, architecture standards, and delivery processes. 
• Clear growth path into AI Solutions Leadership, Product Management, or Customer Success Leadership roles. 
• Hybrid work environment with flexibility and high ownership. 
• Collaborative, global team working on cutting-edge GenAI solutions. 

Nextiva DNA (Core Competencies)

Nextiva’s 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 candidate's 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 500,000 INR, as well as their parents or in-laws for up to 300,000 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 10,00,000
  • 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, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

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