Forward Deployed Engineer

Description

The company builds a cloud contact center platform powered by AI. It is mobile-first, handles text and voice together, and puts the CRM at the center of its design.

AI is applied across the customer journey and day-to-day contact center operations to automate work and improve efficiency. The platform is built for security and scale and produces data insights without storing personally identifiable information.

The company is hiring a Forward Deployed Engineer for its growing Forward Deployed Engineering (FDE) team. The role combines implementation services, technical support, solution engineering, integration work and software development.

It suits customer programs that need more technical depth than a standard implementation. Once requirements, workflows, integrations and goals are clear, you work with internal teams to turn them into production-ready solutions.

You stay hands-on through the full deployment, working with customers, partners and internal staff. The role calls for technical curiosity, comfort with uncertainty, and a commitment to seeing hard technical problems through to a fix.

You do not need to be a full-time software engineer, but you should be comfortable reading code, changing a script, calling an API, reading logs, troubleshooting an integration, testing a virtual agent, or helping build and check an AI-driven customer experience.

Responsibilities

• Act as a hands-on technical resource for complex customer programs within FDE.
• Turn customer requirements and solution designs into concrete technical work.
• Configure, test and validate customer solutions across the supported products and services.
• Keep technical work aligned with customer requirements, architecture and milestones, working with Program Success Managers and Solutions Architects.
• Spot blockers, risks, dependencies and gaps early in the deployment.
• Design practical, supportable approaches when standard configuration falls short.
• Build, test and document scripts, workarounds, proofs of concept and tailored solutions.
• Support customer testing, user acceptance testing, readiness, launch and post-launch stabilization.
• Check implemented solutions against documented functional and technical requirements.
• Own assigned technical deliverables until they are complete.
• Design, configure, test and troubleshoot integrations between the platform and customer or third-party systems.
• Work with REST APIs, HTTP methods, endpoints, webhooks, authentication, headers, parameters and payloads.
• Read and troubleshoot JSON and other structured data passed between systems.
• Test API endpoints and confirm end-to-end integration behavior.
• Find and fix failures across customer systems, platform services and partner technologies.
• Work with customer developers and internal engineers to resolve integration issues.
• Document requirements, data mappings, endpoint behavior, dependencies, assumptions and known limits.
• Spot chances to build reusable integration patterns for future programs.
• Read application, integration and sample code, and modify scripts and components in Python, JavaScript and HTML.
• Build small utilities and proofs of concept where useful.
• Review customer, partner, sample and internal code for likely faults, such as parameter handling, malformed requests, authentication, data transformation, wrong endpoints, configuration or error handling.
• Recommend fixes that fit the supported product architecture.
• Work with Product Engineering when an issue needs product-level changes or deeper investigation.
• Analyze application, platform, API and integration logs to diagnose complex deployment problems.
• Correlate events across systems to follow a transaction or interaction from start to finish.
• Interpret errors, warnings, response codes, timestamps, payloads and application events.
• Form hypotheses about causes and test them in a methodical way.
• Reproduce issues in development, test, staging or controlled environments when appropriate.
• Tell apart configuration errors, implementation mistakes, integration failures, customer-side environment issues, infrastructure faults and possible product defects.
• Document observed and expected behavior, reproduction steps, findings, root cause where known, and recommended fixes.
• Write detailed escalations for Product Engineering that give them the evidence they need to investigate quickly.
• Configure, test and improve AI-powered customer experiences.
• Write and refine prompts for generative AI systems.
• Assess AI responses for accuracy, relevance, consistency, safety, completeness and fit with business rules.
• Create repeatable test scenarios for AI behavior.
• Find responses that are unclear, wrong, incomplete, inconsistent or unsuitable, and improve prompts, instructions, context, workflows and guardrails.
• Account for the probabilistic, non-deterministic nature of generative AI.
• Work with internal teams on AI limits, edge cases and product improvements.
• Help customers set realistic expectations for AI functionality.
• Design and configure conversational and virtual-agent experiences from business requirements.
• Turn business processes into conversation flows.
• Set up intents, entities, parameters, prompts, routing, API calls, webhooks, error handling, escalation paths and live-agent handoffs.
• Review virtual agents on both technical quality and customer experience.
• Test conversation flows across normal and edge-case scenarios.
• Troubleshoot virtual-agent behavior using platform logs, session data, API requests and responses, and configuration.
• Refine conversations based on test results and customer feedback.
• Confirm virtual agents are ready for production before launch.
• Serve as a trusted technical contact throughout assigned customer engagements.
• Work with developers, architects, administrators, IT, contact center and operations teams, implementation partners and business stakeholders.
• Lead or join discovery, implementation, troubleshooting and readiness sessions.
• Partner with Program Success Managers to hit customer milestones and clear technical blockers.
• Work with Solutions Architects to keep implementations on the agreed architecture.
• Work with Product Management and Product Engineering when deployments expose platform limits, defects or wider product gaps.
• Work with Customer Support to resolve complex issues and move programs smoothly into production.
• Explain technical findings clearly to technical and non-technical audiences.
• Keep track of deliverables, dependencies, blockers, risks and open decisions.
• Give program stakeholders accurate technical status updates.
• Raise technical issues that could affect customer timelines early.
• Find recurring technical challenges across deployments.
• Build reusable scripts, examples, integration patterns, templates and troubleshooting guides.
• Contribute to internal technical documentation and FDE knowledge bases.
• Share lessons learned across the FDE organization.
• Help standardize repeatable deployment steps without losing the flexibility complex customers need.
• Give Product and Engineering structured feedback on repeated implementation problems and product gaps.
• Suggest improvements to deployment tools, documentation, APIs and processes.
• Cut repeated effort across programs through automation and reusable solutions.

Requirements

• 3+ years in a technical, customer-facing role such as technical implementation, professional services, solution or integration engineering, deployment engineering, technical support, solution architecture, technical consulting or software development.
• Proven work on complex enterprise software deployments, implementations or integrations.
• Working knowledge of Python, JavaScript and HTML, enough to read, troubleshoot and change lightweight code.
• Experience with REST APIs, HTTP, JSON, webhooks, authentication, and request and response payloads.
• Experience testing and troubleshooting API endpoints and connected software systems.
• Ability to read and interpret application, platform, API and integration logs.
• Strong troubleshooting and root-cause analysis skills.
• Ability to review implementation code and spot logic, configuration, API or integration problems.
• Experience turning customer requirements into technical implementation work.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Ability to explain technical ideas to technical and non-technical audiences.
• Proven ability to work directly with customers, partners, engineers, architects, administrators and business stakeholders.
• Strong organization and attention to detail.
• Ability to juggle several technical priorities and customer engagements at once.
• A record of owning technical problems through to resolution.
• Ability to keep working when the fix or the troubleshooting path is unclear.
• Ability to work across FDE, Product, Engineering, Support, Professional Services and other customer-facing teams.
• Preferred: experience with CCaaS, customer experience platforms or enterprise contact center technology.
• Preferred: experience with conversational AI, generative AI, large language models or AI-powered customer experiences.
• Preferred: experience designing or implementing virtual agents, chatbots, voice bots or automated customer service workflows.
• Preferred: experience with prompt engineering, AI response validation or LLM testing.
• Preferred: experience with CRM, contact center, telephony or enterprise application integrations.
• Preferred: experience with webhooks and event-driven integration patterns.
• Preferred: experience with API testing tools.
• Preferred: experience with observability, application logging, monitoring or diagnostic platforms.
• Preferred: familiarity with cloud platforms and cloud-based development environments.
• Preferred: familiarity with Git or another version control system.
• Preferred: experience in SaaS or cloud-native software environments.
• Preferred: experience in Professional Services, Implementation Services, Solution Engineering or FDE organizations.
• Preferred: experience building proofs of concept, implementation examples, reusable integration patterns or customer-specific technical solutions.
• Preferred: experience working with Product Management and Product Engineering to surface product gaps or escalate confirmed defects.
• Preferred: understanding of the software development lifecycle, including development, test, staging and production environments.
• Preferred: familiarity with authentication, authorization, configuration management and basic application security.
• Preferred: experience with enterprise customers in technically complex or high-touch environments.

Conditions

Annual Canadian hiring range is $85,000 to $140,000 CAD.

Actual pay within that range depends on location, work experience, education and/or skill level.

All roles require following legal, regulatory and company policies, and completing security, data protection and compliance training with role-specific duties.

The company is an equal opportunity employer.

An AI tool helps screen applications against the listed qualifications, but only human recruiters make decisions and conduct interviews.

Benefits

• Medical, dental and vision coverage.
• 401(k) plan.
• Wellness benefits and more.