AI Forward Deployed Engineer

Role Description

This role is responsible for closing the gap between solution acquisition and value realization. This is a technical deployment role, not a services or support function.

AI Forward-Deployed Engineers operate within strategic customer accounts, translating operational requirements into production-grade agentic AI experiences with direct accountability for business outcomes.

This team operates within the AIR Pro GTM organization, working cross-functionally with Product, Engineering, Professional Services, and Support.

AI Forward-Deployed Engineers are assigned to a focused portfolio of strategic accounts, with the expectation of depth over breadth: thorough engagement, production deployment, proven ROI, and account expansion.

This is a remote position based in the United States, with travel to customer sites as required (typically 20-30%).

Job Duties

• Customer Discovery and Solution Design
  • Engage directly with customers to discover requirements, map business processes, prioritize high value use cases and translate them into AI agent behaviors and workflows, focused on measurable ROI.
  • Conduct detailed workflow analysis of existing customer processes, including call routing, agent scripts, escalation paths, and back-office handoffs, to determine optimal points for AI automation.
  • Establish clear success criteria prior to deployment, including containment rates, handle time reduction, resolution accuracy, and cost per interaction.
  • Own the end to end Agent Development Lifecycle by continuously monitoring performance through observability, metrics, and customer feedback, and iterating on agent behavior to drive ongoing improvements and business outcomes.
• Technical Build and Deployment
  • Design and implement multi-turn agent workflows, including prompt chains, retrieval pipelines, decision logic, fallback handling, and live-agent handoff rules.
  • Build integrations between AIR Pro and customer systems of record (CRMs, EHRs, ERPs, ticketing platforms, custom APIs) using secure authentication protocols (such as OAuth 2.0, SAML, SCIM).
  • Implement compliance and safety controls appropriate to the customer’s environment, including guardrails, PII handling, HIPAA, PCI, and other controls.
  • Deploy monitoring, evaluation, and testing frameworks as necessary to enable ongoing measurement and optimization of agent performance.
• Go-to-Market Partnership
  • Serve as the senior technical resource during pre-sales engagements for strategic accounts, including live demonstrations, proof-of-concept builds, and RFP/RFQ response development.
  • Collaborate with the Dedicated AE, Digital Overlay team, and RingCentral Sales Engineers to qualify opportunities, scope deployment requirements, and establish delivery timelines.
  • Develop expansion business cases from pilot results that Sales can present to additional departments or business units within the account.
• Product and Engineering Feedback
  • Document integration patterns, platform limitations, and recurring customer requirements encountered during deployments.
  • Provide structured feedback to Product and Engineering with sufficient technical detail to inform roadmap prioritization and feature development.

Qualifications

• 8+ years of experience in a customer-facing technical role, such as Solutions Architecture, Technical Consulting, Forward Deployed Engineering, or a high-touch Sales Engineering position involving hands-on implementation.
• Demonstrated proficiency with large language models, retrieval-augmented generation, vector databases, and agent orchestration frameworks.
• Proven ability to communicate effectively across technical and executive audiences, such as leading design reviews with engineering teams and presenting business cases to senior operations leadership.
• Demonstrated ability to operate independently in ambiguous, fast-moving environments with incomplete information and competing priorities.
• Bachelor’s Degree or equivalent military and/or work experience.

Preferred Qualifications

• Telephony domain expertise, including SIP, WebRTC, SBCs, or direct experience with CCaaS/UCaaS platforms.
• Experience deploying agentic AI systems (voice or digital) at enterprise scale.
• Industry depth in healthcare, financial services, retail, or insurance.
• Familiarity with competitive conversational AI platforms.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services that provide legal advice, document creation and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks and discounts program.