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Dialpad is an AI platform for customer experience that deploys AI agents to resolve customer problems in real time across voice and digital channels. The Forward Deployed Engineer (FDE) is a customer-embedded delivery engineer responsible for turning qualified AI opportunities into live, production-ready agent deployments.
You will work at the intersection of customer workflow design, applied AI engineering, enterprise integration, and production rollout. Your core mission is to close the last-mile gap between platform capability and measurable customer outcomes by taking shaped opportunities from scoping through implementation and into the first production shift.
Key responsibilities include:
- Converting prioritized use cases and pre-sales assumptions into clear delivery scope, technical plans, and phased implementation approaches
- Working directly with customer technical and operational teams to map real workflows, exception paths, approvals, escalation rules, and human-in-the-loop controls
- Designing and building customer-specific AI agent solutions, including orchestration logic, prompt architecture, retrieval flows, workflow rules, and decision logic
- Implementing integrations with customer data sources, APIs, SaaS platforms, CRMs, ERPs, and enterprise knowledge systems
- Developing evaluation methods, guardrails, and acceptance criteria that measure agent usefulness, reliability, safety, and production readiness
- Running iterative testing, failure analysis, and performance tuning to improve quality, groundedness, latency, cost, and operational effectiveness
- Preparing solutions for production by addressing access controls, observability, rollout sequencing, exception handling, fallback behavior, and support readiness
- Leading customer handoffs and supporting early production operations
This is a highly customer-facing, hands-on role for someone who can translate ambiguity into working systems and move fluidly between technical depth and business impact. You will work directly with customer stakeholders, internal delivery teams, and product partners throughout the engagement lifecycle.
