Forward Deployment Engineer

Dialpad

78d

About The Position

Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Requirements

• 4+ years in forward-deployed engineering, solutions architecture, or technical consulting for SaaS/AI products.
• Proficiency in Python, Go, JS/TS plus hands-on experience with LLM frameworks (LangChain, RAG, vector search).
• Cloud-native skills across AWS/GCP/Azure; comfortable with Docker, Helm, Terraform.
• Strong communicator who can whiteboard with engineers at 10 AM and brief the C-suite at 4 PM.
• Thrive in ambiguity; bias for action and a 'customer-in-control' mindset.
• Telephony stack knowledge (WebRTC, SIP, Twilio).
• Experience deploying chatbots or voice bots at >10K daily conversations.
• Contributions to open-source AI agent frameworks.

Responsibilities

• Lead pilots end-to-end: Scope success criteria, configure sandbox environments, and iterate rapidly to hit ROI targets in ≤ 90 days.
• Design agent workflows: Author multi-step prompts, retrieval pipelines, and decision logic that plug into CRMs, ERPs, and custom APIs via our MCP framework.
• Build secure integrations: Stand up data connectors and authentication flows (OAuth 2.0, SCIM, SAML) that give agents real-time context while meeting SOC 2 & HIPAA controls.
• Operationalize at scale: Containerize and deploy agents on Kubernetes or customer VPCs; set up monitoring, A/B evaluation, and guardrails for hallucination and PII leakage.
• Drive feedback loops: Surface customer insights to Product & Research; influence roadmap priorities around tooling, guardrails, and vertical templates.
• Enable self-sufficiency: Deliver workshops, runbooks, and best-practice playbooks so clients can extend and govern agents post-go-live.

Benefits

• Competitive benefits and perks.
• Robust training program that helps you reach your full potential.
• Inclusive office environment designed to cultivate collaboration and connection.
• Exceptional culture recognized as a certified Great Place to Work.

What This Job Offers

• Number of Employees: 1,001-5,000 employees