Forward Deployed Engineering Lead
Aircallioinc · New York Office; San Francisco Office
About this role
**Aircall — Forward Deployed Engineering Lead** Aircall is an AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We bring voice, SMS, WhatsApp, and AI together into one seamless workspace. --- ## About the Team Forward Deployed Engineering connects Aircall’s AI Voice Agent (AIVA) and AI Messaging Agent (AIMA) to real-world customer workflows—turning possibility into production. The team sits within Customer Solutions & Applied AI and works cross-functionally with Product, Engineering, Sales, Solutions, and Customer Success across EMEA, AMER, and APAC. This role owns the Forward Deployed Engineering (FDE) motion for one region, reporting to the SVP, Customer Solutions & Applied AI. --- ## About the Role The FDE Lead is a **player-coach** (not a traditional people-manager). You’ll keep building—personally configuring, deploying, and debugging AI Agent solutions on real customer engagements—while also coaching the regional FDE team. You’ll own the region’s **AIVA number**, and turn what you build into the playbooks and frameworks the team runs on. Beyond FDE, you’ll help drive the agentic revolution across the region by educating internal teams, collaborating with Marketing, and impacting the customer journey. --- ## Core Responsibilities - **Co-own the AIVA number** for the region with the regional GM, partnering with AEs, AMs, and CSMs on pipeline and revenue targets. - **Stay hands-on and technical:** personally configure, build, and deploy AI Agent solutions for strategic/complex accounts. - **Coach and upskill** the regional FDE team through pairing and hands-on review (not just process). - **Build and evolve** global playbooks, reference architectures, and deployment frameworks. - **Drive the region’s AIVA go-to-market motion** with pipeline hygiene, forecasting discipline, and clear input/output KPIs. - **Run enablement and upskilling sessions** in the region with the Enablement team to support agentic adoption. - **Represent field reality** to Product and Engineering, translating what you and the team build (and where friction exists) into roadmap input. - **Lead cross-functional initiatives** to grow agentic adoption region-wide (coordinate with Marketing, Support, and other GTM teams as needed). --- ## What We’re Looking For We’re looking for **builders**—with the seniority and business judgment to own a regional number and credibly engage VP/C-suite stakeholders internally and with customers. - **Hands-on technical depth:** 5–6+ years in forward deployed engineering, solutions engineering, technical consulting, or comparable roles; proven experience building/configuring/shipping integrations or agent solutions. - **Technical fluency:** comfortable with APIs and integrations; at least one programming language; ability to quickly get hands-on with new agent capabilities. - **Commercial and business acumen:** align technical delivery with revenue outcomes (deal structures, forecasting, pipeline hygiene, and how deployments translate into the AIVA number). - **Executive stakeholder engagement:** proven ability to influence VP/C-suite stakeholders without losing technical credibility. - **People leadership through coaching:** raise the team’s technical bar by building alongside them and reviewing work hands-on. - **Strategic thinking:** scope new use cases/opportunities from ambiguity. - **Track record of ownership:** ta
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