Forward Deployed Engineer

Responsibilities:
Scope and build customer voice workflows on the canvas: pre-call lookups, in-call tools, knowledge bases, transfers, post-call data extraction, and webhooks.
Write the integrations customers need (REST and webhook glue into CRMs, ticketing, scheduling, and internal systems) and make them robust to retries, timeouts, and bad data.
Run onboarding end-to-end: discovery calls, prompt and workflow design, Simulation test passes, telephony number setup with the customer's carrier, go-live, and the first weeks of monitoring.
Debug production calls using our observability stack: latency by STT / LLM / TTS component, end-status breakdowns, tool-call traces and recordings.
Turn repeated customer asks into product: file precise issues, ship small platform fixes yourself (Python agent runtime, Go APIs), and hand larger ones to the core team with a reproduction.
Write the runbook and hand-off notes so Customer Success can support the account without you.
Be on point for your customers during launch windows, including some US-hours overlap for North American accounts.
Requirements:
1.5 to 4 years building and running software in production, in a product company or a fast-moving services team.
Strong in Python; comfortable in TypeScript; willing to read and patch Go.
Has integrated with third-party APIs for real (auth flows, pagination, webhooks, idempotency) and knows what breaks when they misbehave.
Has worked with LLM APIs: prompting, structured outputs, tool/function calling, and evaluating whether a change actually helped.
Comfortable with Docker, a cloud provider (we use AWS), and reading logs, metrics, and traces to find the cause of a bad call.
Can sit in a customer call, understand a business process, and translate it into a workflow with clear edge cases, then explain trade-offs in plain language.
Writes clearly: PRs, issues, runbooks, and customer-facing notes that someone else can act on.
Bias to shipping. Comfortable owning an outcome with incomplete information and asking for help early.
None of these are required. Voice experience is a plus, not a filter; we will teach you telephony.
Any exposure to voice or real-time systems: LiveKit, WebRTC, SIP, Twilio / Telnyx / Exotel, STT or TTS APIs, streaming audio.
Built or shipped an LLM agent with tools in production, and dealt with latency, hallucination, or cost trade-offs.
Go in production, or Kubernetes beyond kubectl apply.
Worked directly with customers before: solutions engineering, implementation, or a founding-engineer role at an early-stage company.
Contact-centre, healthcare, or fintech domain knowledge (several of our customers are in these).
Familiar with ClickHouse, Kafka, or similar analytics pipelines.

Skills
Python, TypeScript, Golang, JavaScript, APIs

Experience
1-5 yrs