Forward Deployed Engineer

About Us

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

Learn more at www.ujet.cx.

Opportunity

UJET is looking for a Forward Deployed Engineer to join our growing Forward Deployed Engineering (FDE) team.

The Forward Deployed Engineer is a highly technical, customer-facing role that crosses the boundaries of Implementation Services, Technical Support, Solution Engineering, Integration Services, and Software Development.

This role is designed for customer programs that require deeper technical involvement than a traditional implementation engagement. Once a customer's business requirements, workflows, integrations, and desired outcomes are understood, the Forward Deployed Engineer works closely with internal teams and the broader FDE team to turn those requirements into working, production-ready solutions.

You will be hands-on throughout the customer deployment lifecycle and will work directly with customers, partners, and internal teams. Success in this role requires someone who is technically curious, comfortable operating in ambiguity, and willing to take ownership of difficult technical problems through resolution.

The ideal candidate may not be a full-time software engineer, but should be comfortable opening code, understanding what it does, modifying a script, calling an API, analyzing logs, troubleshooting an integration, testing a virtual agent, or helping build and validate an AI-powered customer experience.

What You'll Do

Technical Deployment & Implementation

• Serve as a hands-on technical resource within Forward Deployed Engineering for complex customer programs
• Translate customer requirements and solution designs into executable technical implementation activities
• Configure, test, and validate customer-specific solutions across supported UJET products and services
• Work closely with Program Success Managers and Solutions Architects to ensure technical activities remain aligned with customer requirements, solution architecture, and program milestones
• Identify technical blockers, risks, dependencies, and implementation gaps early in the deployment lifecycle
• Develop practical and supportable technical approaches when standard configuration does not fully address a customer's requirements
• Build, test, and document lightweight scripts, technical workarounds, proofs of concept, and tailored solutions where appropriate
• Support customer testing, user acceptance testing, production readiness, launch, and post-launch stabilization activities
• Validate implemented solutions against documented functional and technical requirements
• Take ownership of assigned technical deliverables through completion

API & Integration Services

• Design, configure, test, and troubleshoot integrations between UJET and customer or third-party systems
• Work with REST APIs, HTTP methods, API endpoints, webhooks, authentication mechanisms, headers, request parameters, and response payloads
• Read, interpret, and troubleshoot JSON and other structured data exchanged between systems
• Test API endpoints and validate end-to-end integration behavior
• Troubleshoot failures across customer systems, UJET services, and partner technologies
• Work directly with customer developers and internal technical teams to identify and resolve implementation issues
• Document integration requirements, data mappings, endpoint behavior, dependencies, assumptions, and known limitations
• Identify opportunities to create reusable integration patterns and implementation approaches for future customer programs

Development & Code Analysis

• Read and understand application, integration, and sample code
• Work with lightweight code and scripts using technologies including Python, JavaScript, and HTML
• Modify scripts or technical components to support customer implementations
• Develop lightweight utilities and proof-of-concept solutions where appropriate
• Review customer, partner, sample, or internal implementation code to identify potential issues
• Analyze code logic and expected execution behavior
• Identify common implementation problems involving parameter handling, malformed requests, authentication, data transformation, incorrect endpoint usage, configuration, or error handling
• Recommend practical technical corrections consistent with supported product architecture
• Collaborate with Product Engineering when issues require product-level development or deeper engineering investigation

Logging, Troubleshooting & Root-Cause Analysis

• Analyze application, platform, API, integration, and system logs to diagnose complex customer deployment issues
• Correlate events across multiple systems to understand end-to-end transaction and interaction behavior
• Interpret errors, warnings, response codes, timestamps, payloads, and application events
• Develop technical hypotheses and systematically test potential causes
• Reproduce issues in development, test, staging, or controlled environments where appropriate
• Distinguish between configuration issues, implementation problems, integration failures, customer-environment issues, infrastructure problems, and potential product defects
• Clearly document observed behavior, expected behavior, reproduction steps, technical findings, root cause when known, and recommended remediation
• Prepare high-quality technical escalations when Product Engineering involvement is required
• Provide sufficient diagnostic evidence to help internal engineering teams investigate efficiently

AI Prompting & Response Validation

• Configure, test, and optimize AI-powered customer experiences
• Develop and refine prompts used by generative AI systems
• Evaluate AI-generated responses for accuracy, relevance, consistency, safety, completeness, and adherence to defined business requirements
• Develop repeatable test scenarios for validating AI behavior
• Identify ambiguous, inaccurate, incomplete, inconsistent, or undesirable AI responses
• Refine prompts, instructions, context, workflows, and guardrails to improve response quality
• Understand the probabilistic and non-deterministic characteristics of generative AI systems
• Work with internal teams to identify AI limitations, edge cases, and opportunities for product improvement
• Help customers establish realistic expectations for AI-powered functionality

Virtual Agent Design

• Design and configure conversational and virtual-agent experiences based on customer business requirements
• Translate business processes into conversational workflows
• Configure intents, entities, parameters, prompts, routing logic, API interactions, webhooks, error handling, escalation paths, and live-agent handoffs
• Evaluate virtual-agent experiences from both a technical and customer-experience perspective
• Test conversational flows across expected scenarios and edge cases
• Troubleshoot virtual-agent behavior using platform logs, session data, API requests, API responses, and configuration analysis
• Refine conversational experiences based on test results and customer feedback
• Validate that virtual agents are production-ready prior to launch

Customer & Cross-Functional Delivery

• Serve as a trusted technical resource throughout assigned customer engagements
• Work directly with customer developers, architects, administrators, IT teams, contact center teams, operations teams, implementation partners, and business stakeholders
• Lead or participate in technical discovery, implementation, troubleshooting, and readiness sessions
• Partner closely with Program Success Managers to support customer milestones and resolve technical blockers
• Work with Solutions Architects to ensure implementations remain aligned with agreed technical architecture
• Collaborate with Product Management and Product Engineering when deployment requirements identify platform limitations, defects, or broader product gaps
• Work with Customer Support and other internal teams to troubleshoot complex issues and support smooth transitions into production operations
• Communicate technical findings clearly to both technical and non-technical audiences
• Maintain visibility into technical deliverables, dependencies, blockers, risks, and outstanding decisions
• Provide accurate technical status updates to program stakeholders
• Identify technical issues that could affect customer timelines and escalate them proactively

FDE Reusability & Continuous Improvement

• Identify recurring technical challenges encountered during customer deployments
• Develop reusable scripts, implementation examples, integration patterns, technical templates, and troubleshooting guidance
• Contribute to internal technical documentation and FDE knowledge bases
• Share lessons learned across the Forward Deployed Engineering organization
• Help standardize repeatable deployment processes while preserving the flexibility required for complex customer environments
• Provide structured feedback to Product and Engineering teams regarding recurring implementation challenges and product gaps
• Identify opportunities to improve deployment tooling, documentation, APIs, and technical processes
• Help reduce repeated technical effort across customer programs through automation and reusable technical solutions

Requirements

• 3+ years of experience in a technical customer-facing role such as Technical Implementation, Professional Services, Solution Engineering, Integration Engineering, Deployment Engineering, Technical Support, Solution Architecture, Technical Consulting, or Software Development
• Demonstrated experience working with complex enterprise software deployments, implementations, or integrations
• Working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code
• Experience working with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations