Forward Deployed Engineer

About Us

The company leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. The company's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, the company ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, the company partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

Learn more at [link for members] .

Opportunity

The company is looking for a Forward Deployed Engineer  to join our growing Forward Deployed Engineering (FDE) team.

The Forward Deployed Engineer is a highly technical, customer-facing role that crosses the boundaries of Implementation Services, Technical Support, Solution Engineering, Integration Services, and Software Development.

This role is designed for customer programs that require deeper technical involvement than a traditional implementation engagement. Once a customer's business requirements, workflows, integrations, and desired outcomes are understood, the Forward Deployed Engineer works closely with internal teams and the broader FDE team to turn those requirements into working, production-ready solutions.

You will be hands-on throughout the customer deployment lifecycle and will work directly with customers, partners, and internal teams. Success in this role requires someone who is technically curious, comfortable operating in ambiguity, and willing to take ownership of difficult technical problems through resolution.

The ideal candidate may not be a full-time software engineer, but should be comfortable opening code, understanding what it does, modifying a script, calling an API, analyzing logs, troubleshooting an integration, testing a virtual agent, or helping build and validate an AI-powered customer experience.

What You'll Do

Technical Deployment & Implementation

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Serve as a hands-on technical resource within Forward Deployed Engineering for complex customer programs

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Translate customer requirements and solution designs into executable technical implementation activities

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Configure, test, and validate customer-specific solutions across supported the company products and services

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Work closely with Program Success Managers and Solutions Architects to ensure technical activities remain aligned with customer requirements, solution architecture, and program milestones

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Identify technical blockers, risks, dependencies, and implementation gaps early in the deployment lifecycle

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Develop practical and supportable technical approaches when standard configuration does not fully address a customer's requirements

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Build, test, and document lightweight scripts, technical workarounds, proofs of concept, and tailored solutions where appropriate

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Support customer testing, user acceptance testing, production readiness, launch, and post-launch stabilization activities

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Validate implemented solutions against documented functional and technical requirements

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Take ownership of assigned technical deliverables through completion

API & Integration Services

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Design, configure, test, and troubleshoot integrations between the company and customer or third-party systems

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Work with REST APIs, HTTP methods, API endpoints, webhooks, authentication mechanisms, headers, request parameters, and response payloads

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Read, interpret, and troubleshoot JSON and other structured data exchanged between systems

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Test API endpoints and validate end-to-end integration behavior

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Troubleshoot failures across customer systems, the company services, and partner technologies

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Work directly with customer developers and internal technical teams to identify and resolve implementation issues

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Document integration requirements, data mappings, endpoint behavior, dependencies, assumptions, and known limitations

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Identify opportunities to create reusable integration patterns and implementation approaches for future customer programs

Development & Code Analysis

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Read and understand application, integration, and sample code

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Work with lightweight code and scripts using technologies including Python, JavaScript, and HTML

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Modify scripts or technical components to support customer implementations

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Develop lightweight utilities and proof-of-concept solutions where appropriate

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Review customer, partner, sample, or internal implementation code to identify potential issues

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Analyze code logic and expected execution behavior

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Identify common implementation problems involving parameter handling, malformed requests, authentication, data transformation, incorrect endpoint usage, configuration, or error handling

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Recommend practical technical corrections consistent with supported product architecture

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Collaborate with Product Engineering when issues require product-level development or deeper engineering investigation

Logging, Troubleshooting & Root-Cause Analysis

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Analyze application, platform, API, integration, and system logs to diagnose complex customer deployment issues

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Correlate events across multiple systems to understand end-to-end transaction and interaction behavior

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Interpret errors, warnings, response codes, timestamps, payloads, and application events

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Develop technical hypotheses and systematically test potential causes

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Reproduce issues in development, test, staging, or controlled environments where appropriate

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Distinguish between configuration issues, implementation problems, integration failures, customer-environment issues, infrastructure problems, and potential product defects

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Clearly document observed behavior, expected behavior, reproduction steps, technical findings, root cause when known, and recommended remediation

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Prepare high-quality technical escalations when Product Engineering involvement is required

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Provide sufficient diagnostic evidence to help internal engineering teams investigate efficiently

AI Prompting & Response Validation

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Configure, test, and optimize AI-powered customer experiences

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Develop and refine prompts used by generative AI systems

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Evaluate AI-generated responses for accuracy, relevance, consistency, safety, completeness, and adherence to defined business requirements

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Develop repeatable test scenarios for validating AI behavior

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Identify ambiguous, inaccurate, incomplete, inconsistent, or undesirable AI responses

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Refine prompts, instructions, context, workflows, and guardrails to improve response quality

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Understand the probabilistic and non-deterministic characteristics of generative AI systems

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Work with internal teams to identify AI limitations, edge cases, and opportunities for product improvement

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Help customers establish realistic expectations for AI-powered functionality

Virtual Agent Design

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Design and configure conversational and virtual-agent experiences based on customer business requirements

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Translate business processes into conversational workflows

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Configure intents, entities, parameters, prompts, routing logic, API interactions, webhooks, error handling, escalation paths, and live-agent handoffs

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Evaluate virtual-agent experiences from both a technical and customer-experience perspective

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Test conversational flows across expected scenarios and edge cases

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Troubleshoot virtual-agent behavior using platform logs, session data, API requests, API responses, and configuration analysis

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Refine conversational experiences based on test results and customer feedback

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Validate that virtual agents are production-ready prior to launch

Customer & Cross-Functional Delivery

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Serve as a trusted technical resource throughout assigned customer engagements

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Work directly with customer developers, architects, administrators, IT teams, contact center teams, operations teams, implementation partners, and business stakeholders

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Lead or participate in technical discovery, implementation, troubleshooting, and readiness sessions

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Partner closely with Program Success Managers to support customer milestones and resolve technical blockers

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Work with Solutions Architects to ensure implementations remain aligned with agreed technical architecture

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Collaborate with Product Management and Product Engineering when deployment requirements identify platform limitations, defects, or broader product gaps

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Work with Customer Support and other internal teams to troubleshoot complex issues and support smooth transitions into production operations

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Communicate technical findings clearly to both technical and non-technical audiences

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Maintain visibility into technical deliverables, dependencies, blockers, risks, and outstanding decisions

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Provide accurate technical status updates to program stakeholders

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Identify technical issues that could affect customer timelines and escalate them proactively

FDE Reusability & Continuous Improvement

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Identify recurring technical challenges encountered during customer deployments

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Develop reusable scripts, implementation examples, integration patterns, technical templates, and troubleshooting guidance

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Contribute to internal technical documentation and FDE knowledge bases

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Share lessons learned across the Forward Deployed Engineering organization

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Help standardize repeatable deployment processes while preserving the flexibility required for complex customer environments

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Provide structured feedback to Product and Engineering teams regarding recurring implementation challenges and product gaps

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Identify opportunities to improve deployment tooling, documentation, APIs, and technical processes

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Help reduce repeated technical effort across customer programs through automation and reusable technical solutions

Requirements

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3+ years of experience in a technical customer-facing role such as Technical Implementation, Professional Services, Solution Engineering, Integration Engineering, Deployment Engineering, Technical Support, Solution Architecture, Technical Consulting, or Software Development

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Demonstrated experience working with complex enterprise software deployments, implementations, or integrations

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Working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code

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Experience working with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations

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Experience testing and troubleshooting API endpoints and integrated software systems

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Ability to read and interpret application, platform, API, and integration logs

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Strong troubleshooting and root-cause analysis skills

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Ability to review implementation code and identify common logic, configuration, API, or integration issues

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Experience translating customer requirements into technical implementation activities

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Strong analytical and problem-solving skills

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Excellent written and verbal communication skills

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Ability to explain technical concepts to both technical and non-technical audiences

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Demonstrated ability to work directly with customers, partners, engineers, architects, administrators, and business stakeholders

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Strong organizational skills and attention to detail

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Ability to manage multiple technical priorities and customer engagements simultaneously

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Demonstrated ownership of technical problems through resolution

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Ability to work effectively in situations where the technical solution or troubleshooting path is not immediately obvious

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Ability to collaborate effectively across Forward Deployed Engineering, Product, Engineering, Support, Professional Services, and other customer-facing organizations

Preferred Qualifications

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Experience with Contact Center as a Service (CCaaS), customer experience platforms, or enterprise contact center technologies

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Experience with conversational AI, generative AI, large language models, or AI-powered customer experiences

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Experience designing or implementing virtual agents, chatbots, voice bots, or automated customer-service workflows

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Experience with prompt engineering, AI response validation, or LLM testing

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Experience with CRM, contact center, telephony, or enterprise application integrations

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Experience with webhooks and event-driven integration patterns

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Experience using API testing tools

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Experience with observability, application logging, monitoring, or diagnostic platforms

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Familiarity with cloud platforms and cloud-based development environments

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Familiarity with Git or other version-control systems

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Experience working in SaaS or cloud-native software environments

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Experience working in Professional Services, Implementation Services, Solution Engineering, or Forward Deployed Engineering organizations

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Experience creating technical proofs of concept, implementation examples, reusable integration patterns, or customer-specific technical solutions

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Experience collaborating with Product Management and Product Engineering to identify product gaps or escalate confirmed defects

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Understanding of software development lifecycle concepts, including development, test, staging, and production environments

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Familiarity with authentication, authorization, configuration management, and basic application security practices

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Experience working with enterprise customers in technically complex or high-touch environments

Compensation

Annual Canadian Hiring Range: $85,000 – $140,000 CAD

A candidate's actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

Why the company?

• Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.

• Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.

• Comprehensive Benefits: Medical, dental, vision, 401(k) plan, wellness benefits, and more.

The company is an Equal Opportunity Employer

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at the company require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within the company. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

AI Use in Our Hiring Process

The company uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams.

Reasonable Accommodation

If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact [link for members] .

Work Authorization & Sponsorship

Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. The company does not sponsor employment visas for this role.