Forward Deployed Engineer

Rely Health•San Francisco, CA

About The Position

The Forward-Deployed Engineer (FDE) is a customer-proximate, outcomes-driven individual contributor who makes Rely’s programs work end-to-end in the real world. The role sits at the intersection of engineering, product, and operations, working closely with navigators and operations teams and collaborating directly with customers and Sales/AM to deliver outcomes. The work is navigator-based and changes over time as the company adopts vendors, builds internal systems, and improves its technology stack. It requires learning new tools quickly while maintaining high standards for quality, reliability, and delivery. This is not a backend production engineering role. The engineer builds internal tools, scripts, workflow configurations, dashboards, and prototypes, often using AI-assisted or low-code tools, and is not responsible for owning production backend services. The role builds and operates operational workflows and agent workflows; develops automated communication agents across voice, messaging, or other channels; and works with customers and internal stakeholders to improve outcomes, adoption, and expansion. It also emphasizes rapid implementation with appropriate validation and quality controls, documentation and enablement, and end-to-end ownership of workflows, including triage, root-cause analysis, fixes, and verification. Work takes place in a healthcare environment and requires careful handling of sensitive data, least-privilege access, auditability, and secure operational practices.

Responsibilities

Configure and evolve operational workflows that support navigator execution, including routing, task creation, campaigns, automation, and program logic.
Partner with Product and Operations to ensure workflow configurations reflect actual operations and reduce failure modes.
Build internal helpers and tools that make workflows easier to operate and safer to change.
Build and maintain agent workflows for operational tasks, including tool use, guardrails, escalation paths, and failure handling.
Observe real workflows, identify friction, and deliver improvements that reduce manual work and increase task closure.
Maintain reusable components and templates to avoid creating one-off solutions for each customer.
Build and iterate automated agents that interact with patients or customers through voice, messaging, or other channels.
Ensure automated agent behavior is operationally correct and measurable, including intent, routing, and follow-ups.
Follow quality gates and playbooks for customer-facing automation, including testing and evaluations, rollout and rollback, and post-deployment verification.
Learn customers’ operations and constraints to identify where outcomes break.
Work with Sales/AM and customer stakeholders to advance customers through new workflows, higher volume, broader scope, or deeper adoption.
Turn early customer signals into scoped pilots with measurable success criteria and clear timelines.
Convert recurring customer needs into scalable templates, components, and playbooks.
Push viable solutions into production quickly through small increments, clear ownership, and verifiable results.
Create or improve validation for changes, such as simulations, structured reviews, evaluation sets, regression checks, audit queries, or dashboards.
Research artifacts, logs, customer workflows, and tool capabilities to select appropriate approaches and avoid rework.
Write runbooks, checklists, and explanatory documentation.
Pair with teammates, share patterns and pitfalls, and contribute to high-quality execution.
Help newer hires ramp through documentation and lightweight support.
Own outcomes for workflows touched, including triage, root-cause analysis, fixes, and verification.
Ship changes through a tracked, traceable change process, such as pull requests, reviews, versioning, and release notes.
Use appropriate validation, rollout and rollback planning, and post-deployment verification for meaningful changes.
Follow applicable workflow playbooks, such as those for calling.
Handle sensitive healthcare data carefully, using least-privilege access, auditability, and secure operational practices.