Forward Deployed Engineer

Job Summary

Forward Deployed Engineers take a defined use case from nothing to a working, production-grade system inside the customer's environment. That starts with knowing our platform deeply enough to combine its capabilities into solutions more complex than any single feature was designed for - and where a customer's specific needs call for something beyond the standard functionality, building that missing piece themselves. This is the role that builds the use case: not a prototype handed to someone else to production, but the system that goes live. 

This is a customer-facing role. Understanding the customer's needs and the realistic possibilities of their technical environment - and working in close, daily collaboration with them - is what makes a deployment succeed. We're in daily working contact with the customer's engineers and executives, mostly online, with our team and theirs operating as one delivery unit with shared planning. Success is measured on the customer's numbers - resolution rate, containment, response latency, CSAT, cost per contact - and accountability continues past go-live. 

Forward Deployed Engineering brings together two disciplines that used to sit apart: conversation design and integration engineering. An engineer who can build the technical logic behind a scenario; a conversation designer who can design the flow of the conversation itself - that is what an FDE is. We hire people who are genu