AI Forward Deployed Engineer

Role Overview

• 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.
• 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.
• 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.
• 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.

Requirements

• 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

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