• Engagement Manager-Cognitive

    Job Location(s) US-NY-New York
    Job ID
    # of Openings
  • Overview

    The Cognitive Engagement Manager will orchestrate and lead all resources to ensure client success and ensure the client increases the usage of IPsoft's technologies and services. The ideal candidate will possess both customer facing and ideally a technical background that enables them to drive engagements with top tier Executives, as well as with IT Engineers.
    This role will help drive the success, and shape the future, of Autonomic and Cognitive solutions on a global scale with our customers. S/he will be a self-starter who is prepared to develop and execute on a quarterly basis.


    Client Relationship Management (Strategic):

    • Is responsible for the overall Amelia journey and cognitive solutions for the POD clients (from concept creation support to delivery/implementation, ramp up, steady state operations)
    • Is responsible for the prioritization and allocation of tasks and resources within the POD, ensuring full visibility of all ongoing as well as potential engagements across and within the POD’s clients
    • Is the main point of contact for the client, maintains and builds close relationship with client executives, and acts as the business counterpart
    • Identifies opportunities for ramp up or development for the POD’s clients, creates respective business cases and designs the process flows to be implemented by Amelia
    • Supports the development of a baseline against which Amelia’s performance will be measured (e.g. # of tickets, CSAT) and tracks the performance against those
    • Holds regular (senior) client interactions both on overall program management as well as project/engagement performance management
    • Compiles weekly reports on projects’ and clients’ status (with support from CPLs) and updates both IPsoft and Client leadership (incl. KPI tracking)

    Client Engagement Management (Operational):

    • Is responsible for the overall design (and redesign) of the Amelia solutions for the POD’s clients (incl. process outline and output, process flow optimization, Amelia solution QA)
    • Has a detailed understanding of what happens with each and every of the POD’s projects, steps in whenever another team member (non CIE) is absent, sick or on holiday
    • Acts as the first point of contact for both the IPsoft team for any inquiries, project challenges and escalations – is responsible to navigate through the IPsoft and/or client organization to resolve (major) issues
    • Leads the initial scoping of work/projects, incl. ensuring the alignment between client needs and requirements and what Amelia can do
    • Designs and continuously redesigns/optimizes processes for clients (both from a business standpoint as well as overall technical solution) with support from CTAs
    • Creates the Business documentation for any Amelia solution/project
    • Leads STC meetings (and potentially weekly updates etc.) and prepares respective appropriate documentation (STC documents, progress reports etc.)
    • Has a regular presence at War rooms and is in close contact with CPLs (e.g., also via standups), in order to identify/prevent issues and act as first point of escalation
    • Acts as an ongoing (master) tester for Amelia solutions in development phase

    Product Solutions Development (Functional):

    • Leads the development of horizontal and vertical Amelia solutions, as well as “off-the-shelf” and ELA tailored solutions
    • Is responsible for the abstraction of the POD’s client solutions into generally applicable industry solutions, as appropriate
    • Defines potential vertical and horizontal uses cases, and leads the development of the business cases for each part of the cognitive solutions identified (with the support of CTAs, BAs and industry analysts)
    • Acts as a link with R&D to ensure alignment between Amelia’s roadmap and the prioritized Amelia solutions
    • Leads dedicated (special purpose, for short time frame) teams for horizontal, vertical, off-the-shelf and ELA solution development (assumes overall responsibility for concept creation, design and delivery)
    • Acts as an industry and/or functional expert to support detailing of the respective industry wide cognitive solution
    • Mentors and coaches the respective dedicated teams
    • Supports internal and external events (corporate presentations, conferences, etc.) incl. both content development and delivery

    New Client Development (Acct. Mgmt.):

    • Pairs with a Sales Executive to support Sales and Business development efforts and shape SoWs (responsible primarily to ensure that the solution for each client is feasible, viable & scalable based on Amelia’s roadmap)
    • Supports SoW development, focusing on client requirement definition and solution outline (incl. Use cases, Epics, User stories, Integration requirements etc.)
    • Helps prioritize use cases and define deployment roadmap (incl. initial business case)


    • Bachelor’s degree in Computer Science, Information Management, or similar field
    • Extensive experience as a Customer Relationship Manager or Client Engagement Manager
    • A history of working for technology companies or on technology projects
    • A wealth of Consultancy experience
    • Industry expertise in at least 1 of the following areas:
      • Financial Services (Banking or Insurance)
      • Telecommunications
      • Utilities
      • Government/Public Sector
    • Familiarity with, or an interest in, AI/Cognitive technologies
    • Flawless oral and written communication skills a must
    • Strong organizational skills required
    • Exceptional work ethic: goals-driven, results-oriented individual for whom “good enough” is not acceptable
    • In-depth experience and knowledge of business-driven technology solutions required
    • Passionate about their work, their company, and their career
    • Absolute accountability: points to nobody but themselves for their success and their failures



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