FDE Voice - Italy

Description

The role is based in Italy and sits in the EMEA South forward deployed engineering team, with a focus on voice.

The company builds an AI-driven CRM platform and is moving into agentic AI for workforce change.

Job category: Sales.

You will work directly with customers to design, build and deploy AI voice experiences in production, owning the work from discovery to go-live.

You will also link customers and the voice product team by passing on structured feedback from live deployments, product gaps and feature requests, and by joining early access programs and pilots.

Candidates should apply for no more than 3 roles within 12 months, so that effort is not duplicated.

Responsibilities

• Build AI agents that take real actions for large enterprise customers, with solutions running in production.
• Design agent logic, including prompts, reasoning, tool calls and links to customer systems, using the company's agentic AI platform and current LLM methods.
• Own the technical work from architecture choice through to a deployed, tested and observable production system.
• Own voice quality, covering latency, call flow logic, interruption handling, multilingual performance and smooth handoff to human agents.
• Build and integrate data pipelines on Snowflake, Databricks, the company's data platform and customer data platforms, then model the data and validate the output.
• Build and maintain dashboards that track agent performance and customer KPIs.
• Build proofs of concept and MVPs that move from sketch to deployable in days, not months.
• Co-build with customers and partners, sharing best practice and enablement so each team can do more after you leave.
• Pass platform gaps, edge cases and field insights to senior engineers and the product team, and contribute to roadmap discussions.
• Work with the Deployment Strategist in your pod to turn customer business challenges into agentic solutions.
• Turn field learnings into reusable voice patterns and assets for future deployments.

Requirements

• Production experience is required, and a builder mindset is essential.
• 3+ years of software engineering or technical delivery experience, including at least 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 experience, in consulting, professional services or forward deployed engineering. This is a requirement.
• 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.
• A deep understanding of data modelling, APIs and integration patterns, enough to design them.
• Confidence working with sales teams and customer architects.
• Ability to ship quality code and assess AI outputs with engineering rigour.
• Active interest in the AI and data landscape, including trying new tools and models.
• Enjoy collaborative building with a team rather than only discussing ideas.
• Willingness to travel about 25% of the time and work directly alongside customers.
• Even better if: experience with the company's CRM platform or its certifications (Administrator, Platform Developer I, Agentforce Specialist).
• Even better if: familiarity with agent frameworks such as LangChain or LlamaIndex, and orchestration patterns.
• Even better if: hands-on work with cloud data platforms such as Snowflake, Databricks or BigQuery.
• Even better if: experience in data engineering, platform architecture or headless deployments.

Conditions

Location: Italy.

Travel is about 25% of the time.

Benefits

• Benefits and resources aimed at work-life balance, plus AI agents that help you make an impact.