Forward Deployed AI Engineer (Must be PST timezone)

PolyAI

7d

About The Position

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
Join our Agent Deployment team to play a critical role in deploying voice agents that handle tens of thousands of customer interactions every day. As a Forward Deployed AI Engineer, you'll directly influence PolyAI’s growth by rapidly implementing and optimizing cutting-edge voice AI solutions tailored to our enterprise customers' needs.
You will serve as the primary technical liaison between PolyAI and our clients, collaborating closely to understand their requirements, deliver customized solutions, and ensure measurable success and customer satisfaction.
This role offers an exciting blend of technical innovation, entrepreneurial spirit, and impactful client interaction, giving you the opportunity to shape the future of AI-powered customer experiences.
Who We're Looking For:
Passionate about AI, specifically voice-driven technologies, with a strong motivation to continuously expand your expertise.
Strong technical background or demonstrated ability to quickly grasp complex concepts (preferred backgrounds: Engineering, Computer Science, Data Analytics, or related fields).
Thrives at the intersection of technology and customer success, energized by creatively overcoming complex enterprise interactions and getting to the successful deployment.
Highly autonomous, proactive, opinionated and comfortable working closely with clients to achieve ambitious goals and deliver tangible ROI.
Skilled in navigating multiple stakeholder relationships (both internal and external), balancing stakeholder needs without losing sight of core business objectives.

Requirements

• You work with AI productivity and/or automation tools in your daily tasks.
• 2-5 years of client-facing experience in solution implementation, technical consulting, management consulting, or a similar role.
• Strong technical foundation (education or professional background in Computer Science, Engineering, Data Analysis, etc.) and comfortable rapidly mastering new technologies.
• Proven ability to independently manage projects and passionate about solving problems, whether technical or non-technical.
• Demonstrate the ability to manage stakeholders while staying result-driven.
• Outstanding communication skills, able to clearly explain complex technical concepts to non-technical stakeholders.
• Creative, solutions-focused mindset with a talent for overcoming complex challenges.
• Experience with VoIP protocols such as SIP, RTP, and related telephony technologies (e.g., call routing, signaling, and media handling).
• You’re passionate about building AI that positively impacts everyday life.
• Native-level proficiency in English.

Nice To Haves

• Experience with Python programming.
• Familiarity with containerization and microservice deployments using Docker and Kubernetes.

Responsibilities

• Lead the hands on development, configuration, and deployment of conversational AI systems for enterprise clients, ensuring solutions are production ready and aligned with real business workflows.
• Develop deep expertise in the platform architecture, capabilities, and limitations in order to design reliable and scalable solutions for client deployments.
• Partner closely with product and engineering teams, representing client needs internally and communicating product capabilities and roadmap direction to customers.
• Design creative solutions to overcome platform or integration constraints while maintaining system reliability, scalability, and maintainability.
• Own the reliability, performance, and scalability of deployed systems, ensuring production environments meet strict SLAs for uptime, latency, and operational stability.
• Serve as the primary technical point of contact for enterprise clients, leading technical discussions, troubleshooting issues, and maintaining ownership of system architecture and production health.
• Collaborate with Deployment Strategists (DS) and Customer Success Managers (CSMs) to support successful project delivery and long term client outcomes.
• Apply a data driven approach to deployments by designing logging, monitoring, and analytics systems that surface insights and enable proactive issue resolution.
• Build and maintain operational dashboards, metrics, and alerts to ensure deployments meet both internal and external reliability standards.
• Lead integration with enterprise infrastructure including telephony systems such as SIP and RTP, backend services, and external APIs, ensuring secure and scalable production operation.

Benefits

• Participation in the company’s employee share options plan
• 100% of Single Cost (employee) and 70% of Dependent for medical, dental & vision
• Life Insurance
• STD and LTD
• The opportunity to contribute to the company's 401k plan
• Flexible PTO policy + 11 designated company holidays
• Annual learning and development allowance
• We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
• Enhanced parental leave
• Company-funded fertility and family-forming programmes
• Menopause care programme with Maven

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed