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.
Configure and deploy AI Applications across voice and digital channels, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and custom AI workflows.
Build and test REST API integrations, webhook configurations, data flows, authentication, and CRM writeback processes.
Author test plans, support UAT, lead go-live readiness, and provide structured hypercare support.
Partner with Product and Engineering teams to communicate customer feedback, product gaps, and deployment learnings.

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, including IVR, ACD/routing, queue management, agent workflows, or reporting.
Exposure to UCaaS, CCaaS, Contact Center, or Cloud Communications platforms such as Intermedia, RingCentral, Zoom, Vonage, 8x8, Five9, NICE CXone, Genesys, or Twilio.
Strong understanding of Contact Center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience metrics.
Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.
Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

Forward Deployed Engineer

Key skills