Forward Deployed Engineer
I
IntermediaCloud Communications
Remote, United StatesFull-TimeMiddle
SalaryUSD 95000 - 150000 / year, with eligibility for an annual performance bonus.
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Job Details
- Experience
- 2-3+ years
- Required Skills
- REST APIJSONCRMSaaS
Requirements
- 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 such as IVR, ACD/routing, or queue management.
- Exposure to UCaaS, CCaaS, or Cloud Communications platforms.
- Familiarity with AI-Powered Applications like Virtual Agents, Conversational AI, or LLM-Based Assistants.
- Strong understanding of Contact Center architecture, IVR/IVA, and skills-based routing.
- Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, and OAuth 2.0.
- Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
- Strong written communication skills including experience producing BRDs, SDDs, SOWs, and runbooks.
- Self-directed project management skills to manage multiple deployments simultaneously.
Responsibilities
- Lead customer-facing AI Application deployments from project kickoff through go-live and hypercare.
- Facilitate discovery workshops with IT, Contact Center, CX, CRM, and executive stakeholders.
- Translate customer workflows into clear business requirements, process flows, and solution designs.
- Configure and deploy AI Applications across voice and digital channels.
- Design Contact Center AI workflows including intent recognition, dynamic routing, escalation logic, and post-call summarization.
- Integrate AI Applications with CRM and enterprise platforms like Salesforce, HubSpot, and Microsoft Dynamics 365.
- Build and test REST API integrations, webhooks, and data flows.
- Author test plans, support UAT, lead go-live readiness, and provide hypercare support.
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