Forward Deployed Engineer – Key Accounts (AI Solutions)

Description

The company is an AI-powered communications platform used by 24,000+ businesses worldwide. It brings voice, SMS and WhatsApp together with 250+ integrations in one workspace.

Its AI Voice Agents handle routine interactions so teams can focus on the conversations that matter most.

The company has 600+ people from 40+ nationalities, based in Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City.

The Forward Deployed Engineering team connects the AI Agents to real customer workflows. It works with Product, Engineering, Sales, Solutions and Customer Success to deliver automation that improves customer experience and productivity.

This is a Key Accounts role. You act as the technical partner for a portfolio of strategic global accounts, working with Key Account Managers to adopt agentic AI one use case at a time, from the first deployment to wider expansion.

You stay with each account over time and help shape its agentic roadmap. You do not need to be a full-time software engineer, but you need fluent API knowledge, confidence running technical projects and comfort working with customer stakeholders.

Responsibilities

• Be the go-to technical contact for your accounts on the AI Agents.
• Deliver a first high-value use case quickly, measure the result, then use the proven value to pick the next one.
• Run regular discovery with customer teams to find, qualify and rank new automation opportunities.
• Advise accounts on agentic AI and help plan their roadmap 6, 12 months ahead, not just the current deployment, while keeping the company as their platform of choice.
• Lead discovery and solution design sessions to map processes, find automation opportunities and define architecture.
• Configure and tune the AI Agent for each account, defining intents, prompts, actions, guardrails and metrics.
• Build and deploy integrations with low-code and no-code tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot Workflows, Salesforce Flow), using API connectors.
• Run cross-functional deployments: set timelines, align stakeholders, own accountability and deliver on time and within scope.
• Work with the Key Account Manager on the account plan. The KAM owns the commercial relationship and quota, while you own technical execution and help shape the use-case roadmap and expansion pipeline.
• Contribute to expansion pipeline and MRR in your portfolio, jointly with the KAM.
• Work with Engineering to confirm feasibility, clear blockers and turn field learnings into product improvements.
• Pass customer needs and integration insights to Product and PMM to shape the AI Agent roadmap.
• Build reusable templates, playbooks and reference architectures so expansion within Key Accounts is faster and more consistent.
• Work with GTM leadership on routines that keep pipeline, forecast accuracy and performance tracking accountable within Key Accounts.
• Train peers, run internal workshops and document best practices.
• Support product education, including enablement for System Integrators and channel partners where they serve your accounts.
• Track AI and CX trends and feed them into product and GTM strategy.

Requirements

• 2, 5 years in technical consulting, solutions engineering or integration-focused project management, ideally with larger or enterprise accounts.
• Client-facing experience, ideally alongside sales or account management teams.
• Strong command of APIs, webhooks and data structures (JSON, REST, GraphQL), with the ability to design and troubleshoot integrations.
• Practical skill in AI workflow configuration, including prompt engineering, evaluation and monitoring.
• Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).
• Proven record of leading cross-functional projects with Engineering, Product and Customer Success to deliver scalable results.
• Excellent communication and stakeholder management, translating between technical and business audiences.
• Growth mindset: keep learning new tools, frameworks and ways to improve customer experience and team capability.
• Even better: experience with MCP Servers.
• Nice-to-haves: experience in telephony, voice or contact centre systems (SIP/WebRTC, call routing, containment, AHT).
• Nice-to-haves: familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).
• Nice-to-haves: exposure to scripting in JavaScript or Python for light customisation and debugging.

Conditions

This is not a software engineering role. It is a hybrid, revenue-driving role spanning Solutions Engineering, Consulting, Professional Services and Product Ownership.

The company values diversity and equal opportunity and may use AI tools to support hiring, with final decisions made by people.

Benefits

• A key moment to join the company for growth and opportunity.
• Work-life balance is taken seriously.
• A fast-learning, entrepreneurial environment with strong team spirit.
• Colleagues from 45+ nationalities and a multicultural outlook.
• Competitive salary package and benefits.