Forward Deployed Engineer - AI Solutions Engineering

About the role

A forward-deployed engineer at Aircall is responsible for designing, implementing, and operationalizing workflows that connect the AI Agent with CRMs, help desks, and communication tools. This role involves leading customer discovery and design sessions, managing complex cross-functional deployments, and driving team upskilling.

Responsibilities

• 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.
• As an internal product owner within the GTM function—define product-specific MRR strategies, coordinate cross-functional support, and ensure 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.

Requirements

Requirements for this role include 2-8 years of technical consulting, solutions engineering, or integration-focused project management experience. Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) is essential, along with hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).

A practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring, is necessary. Proven ability to lead cross-functional projects, working with Engineering, Product, and Customer Success to deliver scalable outcomes, is also required.

Excellent communication and stakeholder management skills, translating between technical and business audiences, are crucial. A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability — is highly valued.

Qualifications

Experience in telephony, voice, or contact center systems (SIP/WebRTC, call routing, containment, AHT) is a nice-to-have. Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake) and exposure to scripting (JavaScript/Python) for light customization and debugging are also beneficial.

Skills

The ideal candidate 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.

Benefits

No benefits information provided.

Pay

$90,000 - $136,000 a year

Schedule

Hybrid, revenue driving role across Solutions Engineering, Software Engineering, Consulting, Professional Services, and Product Ownership