Forward Deployed Engineer

Accountabilities: Serve as a hands-on technical resource for complex customer programs, translating business requirements and solution designs into executable implementation activities. Configure, test, validate, and document customer-specific solutions across supported products and services while ensuring alignment with technical architecture and program milestones. Identify technical blockers, risks, dependencies, and implementation gaps early, and develop practical solutions when standard configurations do not fully meet customer requirements. Build and maintain lightweight scripts, technical workarounds, proofs of concept, utilities, and tailored solutions using appropriate technologies. Support customer testing, user acceptance testing, production readiness, launch, and post-launch stabilization, taking ownership of assigned technical deliverables through completion. Design, configure, test, and troubleshoot integrations between enterprise platforms and customer or third-party systems using REST APIs, HTTP, JSON, webhooks, authentication mechanisms, and structured data. Analyze API requests and responses, validate endpoint behavior, troubleshoot integration failures, and document requirements, mappings, dependencies, assumptions, and limitations. Read, understand, troubleshoot, and modify application, integration, and sample code using technologies such as Python, JavaScript, and HTML. Review code and technical implementations to identify issues involving parameters, authentication, data transformation, endpoint usage, configuration, error handling, and application logic. Analyze application, platform, API, and integration logs to diagnose complex issues, correlate events across systems, develop technical hypotheses, reproduce problems, and determine root causes where possible. Clearly document technical findings, reproduction steps, observed and expected behavior, diagnostic evidence, and recommended remediation, preparing high-quality escalations when deeper engineering support is required. Configure and optimize AI-powered customer experiences by developing prompts, testing responses, establishing validation scenarios, and improving accuracy, relevance, consistency, safety, and adherence to business requirements. Evaluate the probabilistic behavior of generative AI systems, identify limitations and edge cases, and refine prompts, instructions, context, workflows, and guardrails. Design and configure virtual-agent experiences by translating business processes into conversational workflows involving intents, entities, parameters, routing, APIs, webhooks, error handling, escalation paths, and live-agent handoffs. Test conversational experiences across expected scenarios and edge cases, troubleshoot virtual-agent behavior using logs and session data, and validate production readiness. Act as a trusted technical resource for customers, partners, developers, architects, administrators, IT teams, contact center teams, and business stakeholders throughout assigned engagements. Participate in technical discovery, implementation, troubleshooting, readiness, and launch sessions while communicating technical concepts clearly to both technical and non-technical audiences. Partner with program managers, solution architects, product teams, engineering, and customer support to resolve blockers, manage dependencies, and ensure successful customer outcomes. Maintain visibility into technical deliverables, risks, dependencies, decisions, and outstanding issues, providing accurate status updates and proactively escalating timeline-impacting concerns. Identify recurring deployment challenges and develop reusable scripts, integration patterns, technical templates, troubleshooting guides, documentation, and automation opportunities. Share lessons learned across the engineering organization and provide structured feedback to Product and Engineering teams regarding recurring implementation challenges, product gaps, and opportunities for improvement. Requirements: Bring at least 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. Demonstrate experience working with complex enterprise software deployments, implementations, integrations, or customer-specific technical solutions. Have working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code and scripts. Demonstrate hands-on experience with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations. Be comfortable testing and troubleshooting API endpoints and diagnosing issues across integrated software systems. Have the ability to read and interpret application, platform, API, and integration logs and use technical evidence to identify likely causes of issues. Demonstrate strong troubleshooting, analytical reasoning, and root-cause analysis skills, including the ability to work systematically when the solution is not immediately obvious. Be capable of translating customer requirements into concrete technical implementation activities and practical solutions. Possess excellent written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Have experience collaborating directly with customers, partners, engineers, architects, administrators, and business stakeholders. Demonstrate strong organizational skills, attention to detail, and the ability to manage multiple technical priorities and customer engagements simultaneously. Take ownership of technical problems through resolution and remain accountable for assigned deliverables. Be comfortable working independently and navigating ambiguous situations that require judgment, investigation, and creative problem solving. Collaborate effectively across engineering, product, support, professional services, solution architecture, and other customer-facing teams. Preferred Qualifications: Experience with Contact Center as a Service, customer experience platforms, or enterprise contact center technologies. Experience with conversational AI, generative AI, large language models, or AI-powered customer experiences. Experience designing or implementing virtual agents, chatbots, voice bots, or automated customer-service workflows. Experience with prompt engineering, AI response validation, or LLM testing. Experience with CRM, contact center, telephony, or enterprise application integrations. Experience with webhooks, event-driven integration patterns, and API testing tools. Familiarity with observability, application logging, monitoring, or diagnostic platforms. Familiarity with cloud platforms, cloud-native development environments, Git, and other version-control systems. Experience working in SaaS, Professional Services, Implementation Services, Solution Engineering, or Forward Deployed Engineering environments. Experience developing technical proofs of concept, reusable integration patterns, customer-specific solutions, or deployment tooling. Experience collaborating with Product Management and Product Engineering to identify product gaps or escalate confirmed defects. Understanding of software development lifecycle concepts across development, testing, staging, and production environments. Familiarity with authentication, authorization, configuration management, and basic application security practices. Experience supporting enterprise customers in technically complex or high-touch environments. Benefits: Competitive annual compensation ranging from $85,000 to $140,000 CAD, with placement within the range based on factors such as geographic location, experience, education, and skill level. Fully remote position based in Canada. Opportunity to work at the intersection of software engineering, customer experience, AI, integrations, and enterprise technology. Hands-on exposure to complex customer deployments and technically challenging implementation projects. Opportunity to work with APIs, cloud-native platforms, conversational AI, virtual agents, and AI-powered customer experiences. Cross-functional collaboration with engineering, product, support, professional services, solution architecture, and customer teams. Opportunity to build reusable technical solutions, automation, documentation, and deployment practices that can influence future customer programs. Comprehensive benefits including medical, dental, and vision coverage, a 401(k) plan, and wellness benefits. Collaborative and inclusive environment focused on innovation, creative problem solving, and strong customer relationships. Opportunity to contribute directly to the evolution of modern AI-powered customer experience and contact center technology.