Forward Deployed Engineer

Forward Deployed Engineer

Department: Client Services

Employment Type: Full Time

Location: United States

Reporting To: Urvashi Sheth

Field Deployment Engineer - Professional Services
Remote, United States

Intermedia Intelligent Communications is looking for a Field Deployment Engineer to join our growing Professional Services team. This is a customer-facing, high-impact role for someone who thrives at the intersection of technical implementation, customer engagement, AI Applications, and Contact Center transformation.

As a Field Deployment Engineer, you will lead the deployment of Intermedia AI Applications across customer environments, including AI-Powered Voice Agents, Intelligent Routing, Virtual Assistants, CRM-Integrated Workflows, and Contact Center Automation. You will own customer engagements from signed Statement of Work through discovery, design, deployment, testing, go-live, and hypercare.

This is not a back-office engineering role. You will serve as a primary technical partner to customers, helping translate business requirements into deployed AI solutions that create measurable outcomes.

• Lead customer-facing AI Application deployments from project kickoff through go-live and hypercare.
• Facilitate discovery workshops with IT, Contact Center, CX, CRM, and executive stakeholders.
• Translate customer workflows into clear business requirements, process flows, and solution designs.
• Configure and deploy AI Applications across voice and digital channels, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and custom AI workflows.
• Design Contact Center AI workflows including intent recognition, dynamic routing, escalation logic, fallback handling, and post-call summarization.
• Integrate AI Applications with CRM and enterprise platforms such as Salesforce, Hub Spot, Microsoft Dynamics 365, Service Now, Zendesk, and Zoho CRM.
• Build and test REST API integrations, webhook configurations, data flows, authentication, and CRM writeback processes.
• Author test plans, support UAT, lead go-live readiness, and provide structured hypercare support.
• Contribute to Statements of Work, scope definition, change orders, and expansion opportunity identification.
• Partner with Product and Engineering teams to communicate customer feedback, product gaps, and deployment learnings.
• Create deployment playbooks, integration runbooks, and configuration guides to help scale the Professional Services practice.

• 2-3+ years of hands‑on experience in Professional Services, solutions engineering, technical implementation, or customer-facing SaaS/Cloud deployment.
• Experience deploying or supporting Contact Center technologies, including IVR, ACD/routing, queue management, agent workflows, or reporting.
• Exposure to UCaaS, CCaaS, Contact Center, or Cloud Communications platforms such as Intermedia, Ring Central, Zoom, Vonage, 8x8, Five9, NICE CXone, Genesys, or Twilio.
• Experience managing customer‑facing technical engagements from requirements gathering through go‑live.
• Familiarity with AI-Powered Applications such as Virtual Agents, Conversational AI, AI Routing, LLM-based Assistants, or similar technologies.
• Strong understanding of Contact Center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience metrics.
• Hands‑on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.
• Ability to communicate technical concepts clearly to both technical and non‑technical stakeholders.
• Strong written communication skills, including experience producing BRDs, SDDs, SOWs, status reports, or runbooks.
• Self‑directed project management skills with the ability to manage multiple customer deployments…