Senior Forward Deployed Engineer – Key Accounts (AI Solutions)

Aircall.io•San Francisco, CA

29d•Hybrid

About The Position

Aircall is a fast-growing, AI-powered customer communications platform used by over 22,000 companies globally. We are redefining customer communications by integrating voice, SMS, WhatsApp, and AI into a unified workspace. Our mission is to help teams work smarter, not harder, through AI solutions like the AI Voice Agent for call automation, AI Assist for post-call work streamlining, and AI Assist Pro for real-time guidance. Aircall is headquartered in Paris with a significant North American presence in Seattle, and additional teams in various global locations. We are a product-driven company experiencing rapid AI innovation and scaling quickly, backed by world-class investors. At Aircall, you will join a dynamic, ambitious, and execution-focused environment with opportunities for visible impact, quick decision-making, and substantial growth. Our work culture is characterized by customer obsession, data-driven approaches, and a focus on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed, fostering a collaborative and fast-paced environment where trust and impact are paramount. The Forward Deployed Engineering team at Aircall is responsible for connecting our advanced AI Agents technology with real-world customer workflows. We transform potential into production by delivering automation that enhances customer experience, increases productivity, and generates new business value. This team collaborates closely with Product, Engineering, Sales, Solutions, and Customer Success to ensure every deployment achieves measurable results. This specific role is a senior position focused on Key Accounts, designed for individuals who prefer to specialize deeply within a select portfolio of Aircall's most strategic global customers, driving agentic AI adoption over time. It combines technical consulting, project leadership, and AI adoption strategy.

Requirements

6+ years in technical consulting, solutions engineering, forward-deployed engineering, or integration-focused professional services — ideally with time owning strategic or enterprise accounts.
Proven ability to own a long-term customer relationship as the technical authority, operating with autonomy and credibility in front of senior (VP / CxO) stakeholders.
Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) — able to design and troubleshoot integrations confidently.
Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).
Proficiency in scripting (JavaScript and/or Python) — used to build, customise, and debug integrations, not just read them.
Proven experience running account-based motions in partnership with sales / account management on strategic or enterprise customers.
Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring.
Proven ability to lead complex, cross-functional programmes with Engineering, Product, and Customer Success to deliver scalable outcomes.
Excellent communication and stakeholder management skills, translating fluently between technical and business audiences.
A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability.

Nice To Haves

Experience in telephony, voice, or contact centre systems (SIP/WebRTC, call routing, containment, AHT).
Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).
Experience with MCP Servers.

Responsibilities

Own a sustained, embedded relationship with each account in your portfolio — you are the customer's go-to technical authority on agentic AI, not a project resource who rotates off once a deployment ships.
Partner directly with the Key Account Manager on a joint account plan: the KAM owns the commercial relationship and quota; you own the agentic use-case roadmap and technical execution; together you build and drive the pipeline of expansion use cases.
Land the first use case fast, then expand — deploy an initial high-value workflow, instrument the outcome, and use proven value to open the next use case and the next buying centre within the account.
Run an evergreen use-case discovery cadence — continuously surface, qualify, and prioritise new automation opportunities across the customer's teams, so there is always a next use case in flight.
Serve as the customer's trusted advisor on agentic strategy — map their AI roadmap 6–12 months out, not just the deployment in front of you, and keep Aircall positioned as the platform of record.
Lead discovery and solution-design sessions with customer stakeholders to map business processes, identify automation opportunities, and define solution architecture.
Design, build, and deploy integrations using low/no-code platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors.
Configure and optimise the AI Agent — defining intents, prompts, actions, guardrails, and performance metrics tailored to each account's workflows.
Manage complex, cross-functional deployments — defining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope.
Collaborate with Engineering to validate technical feasibility, resolve blockers, and feed field learnings back into the product.
Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make expansion within your accounts — and future Key Account engagements across the team — faster and more consistent.
Champion continuous learning and enablement — mentor FDEs, run internal workshops, and document best practices to raise the technical bar across the team.
Collaborate with GTM leadership to embed the routines and cadences that drive accountability for expansion pipeline, forecast accuracy, and performance tracking within Key Accounts.
Contribute to expansion pipeline and MRR within your portfolio , jointly with the KAM — defining use-case-specific expansion strategies, coordinating cross-functional support, and ensuring Aircall delivers the leading AI-enabled communication platform.
Shape the AI Agent roadmap with Product and PMM, based on customer needs, integration insights, and field learnings from your accounts.
Drive internal and external product education , including enablement for System Integrators (SIs) and channel partners where they support your accounts.
Maintain deep awareness of AI and CX industry trends , ensuring Aircall's positioning stays competitive and insights continuously feed back into product and GTM strategy.