Forward Deployed Engineer
New York OfficeFull-TimeMid-levelSoftware Engineering
What you'll do:
- Lead customer discovery and design sessions to map business processes, identify automation opportunities, and define solution architecture.
- Design, build, and deploy integrations using low/no-code platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors.
- Collaborate with Engineering to validate technical feasibility, resolve blockers, and share field learnings that inform product improvements.
- Configure and optimize the AI Agent — defining intents, prompts, actions, guardrails, and performance metrics.
- Manage complex, cross-functional deployments — defining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope.
- Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make future projects faster and more consistent.
- Champion continuous learning and enablement — train peers, run internal workshops, and document best practices to raise the technical bar across the team.
- Run global, targeted outbound campaigns within the existing customer base to generate pipeline and accelerate adoption, working closely with the customer marketing team.
- Collaborate with GTM leadership to embed routines and cadences that drive accountability for new product pipeline, forecast accuracy, and performance tracking.
- Own regional top-line targets for assigned products (e.g., AI Voice Agent MRR generated per area) by collaborating with AEs and AMs who hold add-on quotas.
- Act as an internal product owner within the GTM function—defining product-specific MRR strategies, coordinating cross-functional support, and ensuring Aircall delivers the leading AI-enabled communication platform.
- Collaborate with Product and PMM to shape the AI Voice Agent roadmap based on customer needs, integration insights, and field learnings.
- Drive internal and external product education, including enablement for System Integrators (SIs) and channel partners.
- Maintain deep awareness of AI and CX industry trends, ensuring Aircall’s positioning remains competitive and insights continuously feed back into product and GTM strategies.
What you'll bring:
- 5–8 years in technical consulting, solutions engineering, or integration-focused project management.
- Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) — able to design and troubleshoot integrations confidently. Even better if you have experience with MCP Servers.
- Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).
- Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring.
- Proven ability to lead cross-functional projects, working with Engineering, Product, and Customer Success to deliver scalable outcomes.
- Excellent communication and stakeholder management skills, translating between technical and business audiences.
- A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability.
- Nice-to-haves:
- Experience in telephony, voice, or contact center systems (SIP/WebRTC, call routing, containment, AHT).
- Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).
- Exposure to scripting (JavaScript/Python) for light customization and debugging.
What Success Looks Like:
- Consistent delivery of high-quality, scalable AI Agent deployments with clear business outcomes.
- Shortened time-to-first-value and increased automation adoption across SMB customers.
- Reusable frameworks, models, and templates actively used by peers and partners.
- Strong collaboration with Engineering and Product to enhance platform capabilities.
- Demonstrated leadership in team enablement and upskilling, with measurable impact on technical excellence.
- Sustained improvements in customer metrics (containment, AHT, CSAT) and revenue impact (ARR, NRR) driven by your solutions
