Forward Deployed Engineer

4 months ago

Remote, United StatesMid Level

Base Salary

$95k - $150k/yr

Responsibilities

Lead customer-facing AI application deployments from project kickoff through go-live and hypercare.
Facilitate discovery workshops and translate customer workflows into business requirements, process flows, and solution designs.
Configure and deploy AI applications across voice and digital channels, including AI receptionists, intelligent routing agents, virtual assistants, and custom workflows.
Design contact center AI workflows involving intent recognition, dynamic routing, escalation logic, fallback handling, and post-call summarization.
Integrate AI applications with CRM and enterprise platforms and build REST API, webhook, data-flow, authentication, and CRM writeback integrations.
Author test plans, support user acceptance testing, lead go-live readiness, and provide structured hypercare support.
Contribute to Statements of Work, scope definition, change orders, and expansion opportunity identification.
Partner with Product and Engineering teams on customer feedback, product gaps, and deployment learnings.
Create deployment playbooks, integration runbooks, and configuration guides.
Manage multiple customer deployments and communicate technical concepts to technical and non-technical stakeholders.

2-3+ years of hands-on experience in Professional Services, solutions engineering, technical implementation, or customer-facing SaaS/cloud deployment.
Experience deploying or supporting contact center technologies, including IVR, ACD/routing, queue management, agent workflows, or reporting.
Exposure to UCaaS, CCaaS, contact center, or cloud communications platforms.
Experience managing customer-facing technical engagements from requirements gathering through go-live.
Familiarity with AI-powered applications such as virtual agents, conversational AI, AI routing, or LLM-based assistants.
Strong understanding of contact center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience metrics.
Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.
Strong written communication skills, including experience producing BRDs, SDDs, SOWs, status reports, or runbooks.
Preferred experience includes 3-5 years in Professional Services, ideally in UCaaS, CCaaS, contact center, SaaS, cloud communications, or AI application deployment.
Preferred qualifications include CRM implementation experience, contact center platform certifications, LLM-based AI agent configuration, AI voice agent platform experience, Python or JavaScript scripting, and familiarity with regulated-industry requirements.

Medical, dental, and vision insurance.
401(k) with company match.
Flexible PTO.
Annual professional development budget.
Paid parental leave.
Access to Intermedia’s Communications Platform.
Remote role based in the United States.
Annual performance bonus eligibility is provided; compensation is excluded from the salary fields below.

1,001-5,000 employees