Forward Deployed Engineer
Opportunity
UJET is looking for a Forward Deployed Engineer to join our growing Forward Deployed Engineering (FDE) team.
The Forward Deployed Engineer is a highly technical, customer-facing role that crosses the boundaries of Implementation Services, Technical Support, Solution Engineering, Integration Services, and Software Development.
This role is designed for customer programs that require deeper technical involvement than a traditional implementation engagement. Once a customer's business requirements, workflows, integrations, and desired outcomes are understood, the Forward Deployed Engineer works closely with internal teams and the broader FDE team to turn those requirements into working, production-ready solutions.
You will be hands-on throughout the customer deployment lifecycle and will work directly with customers, partners, and internal teams. Success in this role requires someone who is technically curious, comfortable operating in ambiguity, and willing to take ownership of difficult technical problems through resolution.
The ideal candidate may not be a full-time software engineer, but should be comfortable opening code, understanding what it does, modifying a script, calling an API, analyzing logs, troubleshooting an integration, testing a virtual agent, or helping build and validate an AI-powered customer experience.
What You'll Do
Technical Deployment & Implementation
Serve as a hands-on technical resource within Forward Deployed Engineering for complex customer programs
Translate customer requirements and solution designs into executable technical implementation activities
Configure, test, and validate customer-specific solutions across supported UJET products and services
Work closely with Program Success Managers and Solutions Architects to ensure technical activities remain aligned with customer requirements, solution architecture, and program milestones
Identify technical blockers, risks, dependencies, and implementation gaps early in the deployment lifecycle
Develop practical and supportable technical approaches when standard configuration does not fully address a customer's requirements
Build, test, and document lightweight scripts, technical workarounds, proofs of concept, and tailored solutions where appropriate
Support customer testing, user acceptance testing, production readiness, launch, and post-launch stabilization activities
Validate implemented solutions against documented functional and technical requirements
Take ownership of assigned technical deliverables through completion
API & Integration Services
Design, configure, test, and troubleshoot integrations between UJET and customer or third-party systems
Work with REST APIs, HTTP methods, API endpoints, webhooks, authentication mechanisms, headers, request parameters, and response payloads
Read, interpret, and troubleshoot JSON and other structured data exchanged between systems
Test API endpoints and validate end-to-end integration behavior
Troubleshoot failures across customer systems, UJET services, and partner technologies
Work directly with customer developers and internal technical teams to identify and resolve implementation issues
Document integration requirements, data mappings, endpoint behavior, dependencies, assumptions, and known limitations
Identify opportunities to create reusable integration patterns and implementation approaches for future customer programs
Development & Code Analysis
Read and understand application, integration, and sample code
Work with lightweight code and scripts using technologies including Python, JavaScript, and HTML
Modify scripts or technical components to support customer implementations
Develop lightweight utilities and proof-of-concept solutions where appropriate
Review customer, partner, sample, or internal implementation code to identify potential issues
Analyze code logic and expected execution behavior
Identify common implementation problems involving parameter handling, malformed requests, authentication, data transformation, incorrect endpoint usage, configuration, or error handling
Recommend practical technical corrections consistent with supported product architecture
Collaborate with Product Engineering when issues require product-level development or deeper engineering investigation
Logging, Troubleshooting & Root-Cause Analysis
Analyze application, platform, API, integration, and system logs to diagnose complex customer deployment issues
Correlate events across multiple systems to understand end-to-end transaction and interaction behavior
Interpret errors, warnings, response codes, timestamps, payloads, and application events
Develop technical hypotheses and systematically test potential causes
Reproduce issues in development, test, staging, or controlled environments where appropriate
Distinguish between configuration issues, implementation problems, integration failures, customer-environment issues, infrastructure problems, and potential product defects
Clearly document observed behavior, expected behavior, reproduction steps, technical findings, root cause when known, and recommended remediation
Prepare high-quality technical escalations when Product Engineering involvement is required
Provide sufficient diagnostic evidence to help internal engineering teams investigate efficiently
AI Prompting & Response Validation
Configure, test, and optimize AI-powered customer experiences
Develop and refine prompts used by generative AI systems
Evaluate AI-generated responses for accuracy, relevance, consistency, safety, completeness, and adherence to defined business requirements
Develop repeatable test scenarios for validating AI behavior
Identify ambiguous, inaccurate, incomplete, inconsistent, or undesirable AI responses
Refine prompts, instructions, context, workflows, and guardrails to improve response quality
Understand the probabilistic and non-deterministic characteristics of generative AI systems
Work with internal teams to identify AI limitations, edge cases, and opportunities for product improvement
Help customers establish realistic expectations for AI-powered functionality
Virtual Agent Design
Design and configure conversational and virtual-agent experiences based on customer business requirements
Translate business processes into conversational workflows
Configure intents, entities, parameters, prompts, routing logic, API interactions, webhooks, error handling, escalation paths, and live-agent handoffs
Evaluate virtual-agent experiences from both a technical and customer-experience perspective
Test conversational flows across expected scenarios and edge cases
Troubleshoot virtual-agent behavior using platform logs, session data, API requests, API responses, and configuration analysis
Refine conversational experiences based on test results and customer feedback
Validate that virtual agents are production-ready prior to launch
Customer & Cross-Functional Delivery
Serve as a trusted technical resource throughout assigned customer engagements
Work directly with customer developers, architects, administrators, IT teams, contact center teams, operations teams, implementation partners, and business stakeholders
Lead or participate in technical discovery, implementation, troubleshooting, and readiness sessions
Partner closely with Program Success Managers to support customer milestones and resolve technical blockers
Work with Solutions Architects to ensure implementations remain aligned with agreed technical architecture
Collaborate with Product Management and Product Engineering when deployment requirements identify platform limitations, defects, or broader product gaps
Work with Customer Support and other internal teams to troubleshoot complex issues and support smooth transitions into production operations
Communicate technical findings clearly to both technical and non-technical audiences
Maintain visibility into technical deliverables, dependencies, blockers, risks, and outstanding decisions
Provide accurate technical status updates to program stakeholders
Identify technical issues that could affect customer timelines and escalate them proactively
FDE Reusability & Continuous Improvement
Identify recurring technical challenges encountered during customer deployments
Develop reusable scripts, implementation examples, integration patterns, technical templates, and troubleshooting guidance
Contribute to internal technical documentation and FDE knowledge bases
Share lessons learned across the Forward Deployed Engineering organization
Help standardize repeatable deployment processes while preserving the flexibility required for complex customer environments
Provide structured feedback to Product and Engineering teams regarding recurring implementation challenges and product gaps
Identify opportunities to improve deployment tooling, documentation, APIs, and technical processes
Help reduce repeated technical effort across customer programs through automation and reusable technical solutions
Requirements
3+ years of experience in a technical customer-facing role such as Technical Implementation, Professional Services, Solution Engineering, Integration Engineering, Deployment Engineering, Technical Support, Solution Architecture, Technical Consulting, or Software Development
Demonstrated experience working with complex enterprise software deployments, implementations, or integrations
Working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code
Experience working with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations
Experience testing and troubleshooting API endpoints and integrated software systems
Ability to read and interpret application, platform, API, and integration logs
Strong troubleshooting and root-cause analysis skills
Ability to review implementation code and identify common logic, configuration, API, or integration issues
Experience translating customer requirements into technical implementation activities
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to explain technical concepts to both technical and non-technical audiences
Demonstrated ability to work directly with customers, partners, engineers, architects, administrators, and business stakeholders
Strong organizational skills and attention to detail
Ability to manage multiple technical priorities and customer engagements simultaneously
Demonstrated ownership of technical problems through resolution
Ability to work effectively in situations where the technical solution or troubleshooting path is not immediately obvious
Ability to collaborate effectively across Forward Deployed Engineering, Product, Engineering, Support, Professional Services, and other customer-facing organizations
Preferred Qualifications
Experience with Contact Center as a Service (CCaaS), customer experience platforms, or enterprise contact center technologies
Experience with conversational AI, generative AI, large language models, or AI-powered customer experiences
Experience designing or implementing virtual agents, chatbots, voice bots, or automated customer-service workflows
Experience with prompt engineering, AI response validation, or LLM testing
Experience with CRM, contact center, telephony, or enterprise application integrations
Experience with webhooks and event-driven integration patterns
Experience using API testing tools
Experience with observability, application logging, monitoring, or diagnostic platforms
Familiarity with cloud platforms and cloud-based development environments
Familiarity with Git or other version-control systems
Experience working in SaaS or cloud-native software environments
Experience working in Professional Services, Implementation Services, Solution Engineering, or Forward Deployed Engineering organizations
Experience creating technical proofs of concept, implementation examples, reusable integration patterns, or customer-specific technical solutions
Experience collaborating with Product Management and Product Engineering to identify product gaps or escalate confirmed defects
Understanding of software development lifecycle concepts, including development, test, staging, and production environments
Familiarity with authentication, authorization, configuration management, and basic application security practices
Experience working with enterprise customers in technically complex or high-touch environments
Compensation
Annual Canadian Hiring Range: $85,000 – $140,000 CAD
A candidate's actual placement within this range will depend on geographic location, work experience, education, and/or skill level.