Forward Deployed Engineer, Onboarding Services

Outreach

3d • $90,000 - $110,000 • Remote

About The Position

The Forward Deployed Engineer, Onboarding Services joins Outreach’s Professional Services team and guides customers through onboarding and implementation, from core platform configuration to the delivery and adoption of AI Agents. The role combines technology and business consulting with solution design and project management. It provides strategic guidance on go-to-market strategy, technical configuration, change management, and engaging customer teams to drive adoption, using AI to accelerate discovery and identify adoption risks.

The role works across Sales, Presales, Customer Success, Education, Support, Product, and Engineering to document the customer journey, ensure seamless handoffs, and capture customer feedback. The engineer owns implementation outcomes against Onboarding Services KPIs, including on-time go-live, budget and margin, utilization, customer sign-off and satisfaction, and AI Agent adoption at handoff. The position reports to the Practice Manager, FDE Onboarding Services.

This is a remote role based in the United States, with Eastern or Central time zones preferred. Occasional in-person or team events may be required. The customer-facing role requires working US-based business hours, with flexibility for key customer milestones.

Requirements

• 3–5 years of experience in professional services, consulting, implementation, or a related customer-facing technical role, ideally in SaaS.
• Proven ability to build client trust and relationships while delivering implementations, educating customers, driving adoption, and managing change.
• Proactive adoption of AI tools and techniques and ability to bring that expertise into customer conversations.
• Hands-on experience configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design.
• Strong project management skills, including setting expectations, managing risk, and meeting timelines.
• Ability to communicate credibly with all levels of a customer organization, from administrators to executive leadership.
• Self-starter comfortable with ambiguity and able to learn complex technical concepts quickly.
• Ability to break ambiguous problems into concrete, manageable components.
• Embodies the company’s values: Trusted Advisor, Win as One Team, and Take Ownership.

Nice To Haves

• Experience implementing Outreach or a comparable sales engagement, conversation intelligence, or forecasting platform.
• Knowledge of sales processes such as lead generation, pipeline management, and KPIs.
• Experience with the software delivery lifecycle or application implementation.
• Experience with CRM administration, including Salesforce or Dynamics, and integrations.
• History of improving processes, methodologies, programs, or frameworks.

Responsibilities

• Serve as the primary point of contact for customers during onboarding and implementation.
• Deliver implementations on time and keep customer teams on track with agreed milestones.
• Own delivery of Outreach AI Agents—including Research, Revenue, Personalization, Deal, and Meeting Prep—from configuration and prompt engineering through adoption.
• Manage projects by keeping stakeholders on track, staying within budget and margin, managing risks, and securing customer sign-off at completion.
• Drive platform and AI Agent adoption during and after go-live.
• Support existing customers purchasing post-launch services, including optimizations, technical audits, and expansions.
• Identify opportunities for additional services, including Managed Services, and connect customers with the appropriate teams for scoping.
• Document and manage customer information to enable seamless handoffs between teams and resources.
• Own the post-launch handoff of customers to Customer Success.
• Partner with Support, Product, and Engineering to capture customer feedback and follow through on it.
• Contribute to defining and refining Professional Services methodologies, assets, and programs, including embedding AI into delivery workflows.
• Track KPIs and adjust delivery as needed to stay on target.

Benefits

• Flexible time off.
• 401(k).
• Medical, dental, and vision coverage for full-time employees and their dependents.
• Parental leave program with options for a paid night nurse and a gradual return to work.
• Infertility and assisted reproductive services benefit.
• Employee referral bonuses.
• Office snacks and beverages, and company events.
• Diversity and inclusion programs, including employee resource groups.

What This Job Offers

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