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Salary: CAD 85,000 - 140,000 / annual
UJET is seeking a Forward Deployed Engineer to join the Forward Deployed Engineering (FDE) team. This is a highly technical, customer-facing role that bridges Implementation Services, Technical Support, Solution Engineering, Integration Services, and Software Development.
You will serve as a hands-on technical resource for complex customer programs, translating business requirements into production-ready solutions. You'll work directly with customers, partners, and internal teams throughout the deployment lifecycle, taking ownership of technical deliverables from discovery through post-launch stabilization.
Key responsibilities include:
**Technical Deployment & Implementation:** Configure, test, and validate customer-specific solutions across UJET products. Identify technical blockers and risks early. Develop practical technical approaches when standard configuration doesn't fully address requirements. Build, test, and document scripts, workarounds, and proofs of concept. Support customer testing, UAT, production readiness, and launch activities.
**API & Integration Services:** Design, configure, test, and troubleshoot integrations between UJET and customer/third-party systems. Work with REST APIs, HTTP methods, webhooks, authentication, JSON, and structured data. Test API endpoints and validate end-to-end behavior. Troubleshoot failures across systems. Document integration requirements, data mappings, and dependencies. Identify reusable integration patterns.
**Development & Code Analysis:** Read and understand application, integration, and sample code. Work with lightweight code and scripts using Python, JavaScript, and HTML. Modify scripts to support implementations. Develop utilities and proof-of-concept solutions. Review code to identify potential issues. Analyze code logic and identify common implementation problems. Collaborate with Product Engineering when needed.
**Logging, Troubleshooting & Root-Cause Analysis:** Analyze application, platform, API, integration, and system logs to diagnose complex issues. Correlate events across multiple systems. Interpret errors, warnings, response codes, and payloads. Develop technical hypotheses and systematically test causes. Reproduce issues in controlled environments. Distinguish between configuration issues, implementation problems, integration failures, and product defects. Document findings clearly and prepare high-quality technical escalations.
**AI Prompting & Response Validation:** Configure, test, and optimize AI-powered customer experiences. Develop and refine prompts for generative AI systems. Evaluate AI-generated responses for accuracy, relevance, consistency, and safety. Develop repeatable test scenarios. Identify and refine problematic responses. Understand probabilistic characteristics of generative AI. Help customers establish realistic expectations.
**Virtual Agent Design:** Design and configure conversational and virtual-agent experiences based on business requirements. Translate business processes into conversational workflows. Configure intents, entities, parameters, prompts, routing logic, API interactions, webhooks, error handling, and escalation paths. Test conversational flows across scenarios and edge cases. Troubleshoot using platform logs and session data. Validate production readiness.
**Customer & Cross-Functional Delivery:** Serve as a trusted technical resource throughout customer engagements. Work directly with customer developers, architects, administrators, IT teams, and business stakeholders. Lead or participate in technical discovery, implementation, troubleshooting, and readiness sessions. Partner with Program Success Managers and Solutions Architects.
**Requirements:**
- 3+ years of experience in technical implementation, solutions engineering, integration services, technical support, or related customer-facing technical roles
- Demonstrated ability to read, understand, and modify code (Python, JavaScript, or similar languages)
- Strong experience with REST APIs, HTTP methods, API endpoints, webhooks, authentication, and JSON
- Proficiency in troubleshooting complex technical issues across multiple systems
- Experience analyzing application and system logs to diagnose problems
- Familiarity with contact center platforms, customer experience technology, or related enterprise software
- Experience creating technical proofs of concept, implementation examples, or reusable integration patterns
- Experience collaborating with Product Management and Product Engineering
- Understanding of software development lifecycle concepts (development, test, staging, production environments)
- Familiarity with authentication, authorization, configuration management, and basic application security
- Experience working with enterprise customers in technically complex or high-touch environments
