Forward Deployed Engineer

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

📋 Description

• Oversee the deployment of customer-facing AI Applications from the initial project kickoff to the go-live phase and ongoing support.

• Conduct discovery workshops involving IT, Contact Center, Customer Experience (CX), Customer Relationship Management (CRM), and executive stakeholders.

• Set up and implement AI Applications across both voice and digital platforms, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and tailored AI workflows.

• Develop and validate REST API integrations, webhook setups, data flows, authentication processes, and CRM writeback functions.

• Create test plans, assist with User Acceptance Testing (UAT), guide the go-live preparation, and deliver organized hypercare assistance.

• Collaborate with Product and Engineering teams to relay customer insights, identify product deficiencies, and share deployment experiences.

⛳️ Requirements

• 2-3+ years of practical experience in Professional Services, solutions engineering, technical implementation, or customer-facing SaaS/Cloud deployment.

• Proficient in deploying or supporting Contact Center technologies, which include IVR, ACD/routing, queue management, agent workflows, or reporting.

• Familiarity with UCaaS, CCaaS, Contact Center, or Cloud Communications platforms such as Intermedia, RingCentral, Zoom, Vonage, 8x8, Five9, NICE CXone, Genesys, or Twilio.

• Strong knowledge of Contact Center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience metrics.

• Practical experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.

• Capable of articulating technical concepts effectively to both technical and non-technical audiences.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company match.

• Flexible Paid Time Off (PTO).

• Annual budget for professional development.

• Paid parental leave.

• Access to Intermedia's Communications Platform.