Forward Deployed Engineer - New York (or SF)

Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace. Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real‑time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service. We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world‑class investors. Our teams ship AI innovation faster than ever and expanding across new product lines and markets. At Aircall, you’ll join a company in motion—ambitious, profitable, and product‑driven—where impact is visible, decisions are fast, and growth is real. How We Work at Aircall We believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast‑paced, team‑driven environment where curiosity, trust, and impact matter, you'll fit right in. About the Team Aircall’s Forward Deployed Engineering team connects our innovative AI Agents technology to real‑world SMB workflows. We turn possibility into production — delivering automation that improves customer experience, boosts productivity, and unlocks new business value. Working cross‑functionally with Product, Engineering, Sales, Solutions, and Customer Success, the team ensures every deployment delivers measurable impact. This is a dynamic, hands‑on role at the intersection of technical consulting , project leadership , and AI adoption strategy . You don’t need to be a full‑time software engineer, but you should be fluent in APIs, very confident managing technical projects, and eager to continuously learn, build, and scale new models that empower both customers and teammates. About the Role As a Forward‑Deployed Engineer, you’ll own the end‑to‑end delivery of technically sound, low‑code AI solutions for Aircall customers. You’ll design, implement, and operationalize workflows that connect the AI Agent with CRMs, help desks, and communication tools. You’ll also play a key role in driving team upskilling , building reusable frameworks , and leading cross‑functional initiatives that improve how Aircall deploys AI at scale. This is a hands‑on role where you’ll translate customer challenges into scalable technical solutions, working directly with Product and Engineering to refine Aircall’s platform and accelerate adoption. What you’ll do Lead customer discovery and design sessions to map business processes, identify automation opportunities, and define solution architecture. Design, build, and deploy integrations using low/no‑code platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors. Collaborate with Engineering to validate technical feasibility, resolve blockers, and share field learnings that inform product improvements. Configure and optimize the AI Agent — defining intents, prompts, actions, guardrails, and performance metrics. Manage complex, cross‑functional deployments — defining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope. Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make future projects faster and more consistent. Champion continuous learning and enablement — train peers, run internal workshops, and document best practices to raise the technical bar across the team. Run global, targeted outbound campaigns within the existing customer base to generate pipeline and accelerate adoption, working closely with the customer marketing team. Collaborate with GTM leadership to embed routines and cadences that drive accountability for new product pipeline, forecast accuracy, and performance tracking. Own regional top‑line targets for assigned products (e.g., AI Voice Agent MRR generated per area) by collaborating with AEs and AMs who hold add‑on quotas. Act as an internal product owner within the GTM function—defining product‑specific MRR strategies, coordinating cross support, and ensuring Aircall delivers the leading AI‑enabled communication platform. Collaborate with Product and PMM to shape the AI Voice Agent roadmap based on customer needs, integration insights, and field learnings. Drive internal and external product education , including enablement for System Integrators (SIs) and channel partners. Maintain deep awareness of AI and CX industry trends , ensuring Aircall’s positioning remains competitive and insights continuously feed back into product and GTM strategies. What you’ll bring 5–8 years in technical consulting, solutions engineering, or integration‑focused project management. Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) — able to design and troubleshoot integrations confidently. Even better if you have experience with MCP Servers. Hands‑on experience with low‑code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce). Practical understanding of AI workflow configuration , including prompt engineering, evaluation, and monitoring. Proven ability to lead cross‑functional projects , working with Engineering, Product, and Customer Success to deliver scalable outcomes. Excellent communication and stakeholder management skills, translating between technical and business audiences. A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability. Nice‑to‑haves Experience in telephony, voice, or contact center systems (SIP/WebRTC, call routing, containment, AHT). Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).Exposure to scripting (JavaScript/Python) for light customization and debugging. What Success Looks Like Consistent delivery of high‑quality, scalable AI Agent deployments with clear business outcomes. Shortened time‑to‑first‑value and increased automation adoption across SMB customers. Reusable frameworks, models, and templates actively used by peers and partners. Strong collaboration with Engineering and Product to enhance platform capabilities. Demonstrated leadership in team enablement and upskilling , with measurable impact on technical excellence. Sustained improvements in customer metrics (containment, AHT, CSAT) and revenue impact (ARR, NRR) driven by your solutions. Base Salary : $90,000 – $105,000 a year. base range does not include a quarterly bonus, equity, and other benefits. The maximum OTE for this role is 170K, including a $65,000 bonus. The actual salary offered will carefully consider a wide range of factors, including your skills, location, qualifications, and experience. Why This Role is Unique This is a role for builders, connectors, and enablers. You’ll be at the intersection of AI innovation, customer experience, and scalable delivery — combining technical curiosity with a consulting mindset. Every project you lead not only delivers value for customers but also strengthens Aircall’s internal capability to deploy AI faster and smarter. If you’re motivated by making cutting‑edge technology accessible and impactful — while continuously learning and helping others do the same — this is the perfect next step in your career. Why join us? Key moment to join Aircall in terms of growth and opportunities ‍♀️ Our people matter, work‑life balance is important at Aircall Fast‑learning environment, entrepreneurial and strong team spirit 45+ Nationalities: cosmopolitan & multi‑cultural mindset Competitive salary package & equity Medical, dental, and vision insurance is 100% covered 401k plan with company matching! ✈️ Unlimited PTO — take the time you need to come to work feeling great! ⭐️ Wellness, commuter, and childcare reimbursements Generous parental leave policy DE&I Statement At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Candidate Privacy Notice here. #J-18808-Ljbffr Hard Yaka