- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Forward Deployed Engineer
