AI Forward Deployed Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Interact directly with customers to identify requirements, analyze business processes, prioritize valuable use cases, and convert them into AI agent functionalities and workflows aimed at achieving measurable ROI.

• Perform in-depth workflow analysis of current customer processes, including call routing, agent scripts, escalation procedures, and back-office transitions, to identify the best opportunities for AI automation.

• Define clear success metrics prior to deployment, which may include containment rates, reductions in handle time, accuracy of resolutions, and cost per interaction.

• Manage the complete Agent Development Lifecycle by consistently monitoring performance through observability, metrics, and customer feedback, while refining agent behavior to foster continuous improvements and favorable business results.

• Create and deploy multi-turn agent workflows, which involve prompt chains, retrieval pipelines, decision-making logic, fallback procedures, and rules for live-agent handoff.

• Establish integrations between AIR Pro and client record systems (CRMs, EHRs, ERPs, ticketing systems, custom APIs) using secure authentication methods (like OAuth 2.0, SAML, SCIM).

• Implement compliance and safety measures tailored to the customer’s environment, including guardrails, handling of PII, HIPAA, PCI, and other relevant controls.

• Set up monitoring, evaluation, and testing frameworks as needed to support ongoing assessment and enhancement of agent performance.

• Act as the senior technical expert during pre-sales interactions for strategic accounts, involving live demonstrations, proof-of-concept development, and responses to RFPs/RFQs.

• Collaborate with the Dedicated AE, Digital Overlay team, and RingCentral Sales Engineers to assess opportunities, outline deployment requirements, and establish project timelines.

• Create business cases for expansion based on pilot outcomes that Sales can present to additional departments or business units within the organization.

• Document integration patterns, platform constraints, and common customer requirements encountered throughout deployments.

• Provide detailed feedback to Product and Engineering teams, offering enough technical insight to guide roadmap prioritization and feature development.

⛳️ Requirements

• Over 8 years of experience in a customer-facing technical capacity, such as Solutions Architecture, Technical Consulting, Forward Deployed Engineering, or a high-touch Sales Engineering role involving hands-on implementation.

• Proven expertise with large language models, retrieval-augmented generation, vector databases, and agent orchestration frameworks.

• Established ability to communicate effectively with both technical and executive audiences, including leading design reviews with engineering teams and presenting business cases to senior leadership in operations.

• Demonstrated capability to work independently in ambiguous, fast-paced environments with limited information and conflicting priorities.

• Bachelor’s Degree or equivalent military and/or professional experience.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.

• Health Savings Account (HSA), Flexible Spending Account (FSAs), and commuter benefits.

• Voluntary supplemental health coverage and life insurance options.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and paid sick leave.

• Paid parental and pregnancy leave.

• Family-forming benefits (IVF, Preservation, Adoption, etc.).

• Emergency backup care for children, adults, and pets.

• Employee Assistance Program (EAP) offering counseling sessions available 24/7.

• Free legal services providing legal advice, document creation, and estate planning.

• Employee referral bonus program.

• Assistance with student loan refinancing.

• One-on-one coaching for employees, along with a perks and discounts program.