Forward Deployment Eng Viewer

RadNet • Somerville, MA

1d • Remote

About The Position

The Forward Deployment Engineer, Viewer helps customers correctly adopt DeepHealth’s enterprise diagnostic Viewer. This individual contributor role combines clinical workflow knowledge, engineering depth, and customer communication to design customer-specific Viewer configurations, coach implementation teams, resolve complex technical issues, and convert recurring field needs into standard product workflows, including AI-enabled imaging workflows as they are released.

The role operates within DeepHealth’s Forward Deployment Engineering function and sits at the intersection of the Technical Delivery Manager, Product, Service, and Solution Delivery teams. It supports smooth customer adoption, transfers best practices to Service and Solution Delivery teams, and plans upcoming product changes with those teams to support commercial readiness. The role reports to the Service Engineering Lead, Enterprise Intelligence and has no direct reports.

Requirements

• Bachelor’s degree in Computer Science, Biomedical Engineering, Health Informatics, Information Systems, or a related field, or an equivalent combination of education and experience.
• At least 8 years of overall experience in healthcare IT, medical imaging, or clinical systems.
• At least 5 years in a customer-facing technical role for PACS or enterprise imaging, such as PACS administrator, applications/technical consultant, solutions engineer, deployment engineer, or L3 engineer.
• In-depth knowledge of DICOM, including SOP classes, tags, query/retrieve, presentation states, and hanging protocols.
• Working knowledge of HL7 v2, including ADT, ORM, and ORU.
• Hands-on configuration and troubleshooting experience with diagnostic or enterprise imaging viewers.
• Strong understanding of radiology clinical workflow, including RIS, worklists, reading, and reporting.
• Working knowledge of cloud-hosted applications (GCP, AWS, or Azure), networking, and SSO/authentication.
• Demonstrated ability to communicate technical decisions to radiologists, IT leaders, and executives, including in escalated situations.
• Microsoft Office experience.
• Communicate, cooperate, and function professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
• Demonstrate initiative, personal awareness, professionalism, and integrity, and maintain confidentiality.
• Follow applicable employment laws, DeepHealth policies and procedures, and data privacy, compliance, safety, and confidentiality standards.
• Practice universal safety precautions and promote good public relations by phone and in person.
• Adapt and be willing to learn new tasks, methods, and systems.
• Report to work regularly as scheduled, be punctual, and maintain satisfactory attendance in accordance with DeepHealth guidelines.
• Complete job responsibilities in a quality and timely manner.

Nice To Haves

• Imaging informatics or clinical credential such as CIIP, PARCA, or ARRT(R).
• Experience deploying or supporting clinical AI applications in radiology.
• Experience in a regulated medical device environment, including FDA 21 CFR 820, ISO 13485, or IEC 62304.
• Experience with ITIL practices.

Responsibilities

• Own the AI adoption strategy for the Viewer by defining requirements, expected customer impact, and success criteria, and feeding them back to Product and Engineering.
• Design and configure the Viewer for assigned customers, mapping clinical reading workflows—including worklists, hanging protocols, priors, and user roles—to product configuration.
• Lead technical discovery with customers and implementation teams, covering HL7 and DICOM data flows, integrations, migration data, network requirements, and security requirements.
• Partner with the assigned implementation counterpart to apply learnings and best practices to customer configuration and implementations.
• Train and coach implementation teams and customer administrators on correct configuration, and publish configuration standards, baselines, and deployment playbooks.
• Serve as the customer-facing technical lead during go-lives, hypercare, and escalations, communicating status, options, and expectations to clinical and IT stakeholders.
• Provide implementation support and act as the escalation point for Viewer issues in assigned accounts, including reproduction, root cause analysis, and resolution with Engineering; this work is approximately 20–30% of the role.
• Convert recurring customer needs into standardized workflows and product requirements, distinguishing product gaps from configuration or training issues.
• Own engineering issue escalations for assigned accounts by triaging and documenting reproducible defects, tracking status with Engineering, and closing the loop with customers.
• Configure, deploy, and support customer adoption of AI-enabled workflows and agents as they are released, coordinating rollout, site readiness, and customer adoption with the Technical Delivery Manager and Product Manager.
• Validate releases and hotfixes against representative customer configurations before and after deployment.
• Support site reliability for assigned accounts by monitoring service health with observability tools, participating in incident response, and driving reliability improvements with Engineering.
• Perform other duties as assigned; management may add or change duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior