FDE

Description

The company describes itself as the 1 AI CRM, where people and agents work together on customer success. This is a hands-on Forward Deployed Engineer role with a voice focus, sitting within the EMEA South FDE team.

The company asks that candidates apply for no more than 3 roles within 12 months.

Responsibilities

• Take voice AI experiences from discovery and solution design through configuration, testing and go-live, owning the full cycle with customers.
• Own voice quality, covering latency, call flow logic, interruption handling, multilingual performance and handoff to human agents.
• Build voice experiences on Agentforce Voice, Service Cloud Voice and contact center telephony integrations.
• Send structured findings from live deployments to the Voice Product team, raise product gaps and feature requests, join roadmap discussions, and take part in early access programs and pilots.
• Turn field lessons into reusable voice patterns and assets that speed up future deployments.
• Develop AI agents that take real actions, including prompts, reasoning, tool calls and links to customer systems, using the Agentic AI platform and current LLM techniques.
• Own technical components from architecture choice through to deployed, validated and observable production systems.
• Build and integrate data pipelines on the company Data 360, Snowflake, Databricks and customer data platforms, modelling the data, shipping the pipeline and checking the output.
• Build agent performance dashboards and customer KPI reports that track deployment health and business results.
• Help build proofs of concept and MVPs that go from sketch to deployable in days, not months.
• Co-build with customers and partners, sharing best practice and enablement so each team is stronger after the engagement.
• Pass platform gaps, edge cases and field insights to senior engineers and the product team.
• Work with the Deployment Strategist in your pod to turn customer business problems into agentic solutions that reach production.

Requirements

• At least 3 years of software engineering or technical delivery experience, including one production system you can walk through, ideally in an AI stack, full-stack development or with frontier models.
• A degree in Computer Science or a related field.
• Prior customer-facing technical delivery work in consulting, professional services or forward deployed engineering. This is required.
• Fluency in at least one of Python, JavaScript/TypeScript, Java or Apex, and willingness to learn more as the work requires.
• Hands-on experience with LLMs and prompt engineering, with the ability to explain why a prompt failed and what to change.
• Ability to design data models, APIs and integration patterns, not just use them.
• Comfortable holding your own with sales teams and customer architects.
• Ships quality code and evaluates AI outputs with engineering rigour.
• Keeps up with the AI and data landscape by trying new tools and models.
• Prefers building alongside a team to talking about it.
• Production experience is required, and a builder mindset is essential.
• Even better if: the company platform experience or certifications (Administrator, Platform Developer I, Agentforce Specialist).
• Even better if: Familiarity with agent frameworks (LangChain, LlamaIndex) and orchestration patterns.
• Even better if: Hands-on work with cloud data platforms (Snowflake, Databricks, BigQuery).
• Even better if: Experience in specialist AI delivery areas such as data engineering, platform architecture or headless deployments.

Conditions

Travel around 25% of the time, working directly alongside customers.

Application limit: no more than 3 roles within 12 months.

Benefits

• Benefits and resources designed to help you find balance and do your best work.
• AI agents that speed up your impact.