Forward Deployed Engineer

Posh builds AI solutions for financial institutions. The Forward Deployed Engineer leads client deployments of conversational AI across voice, digital, and outreach, integrating the products with banking systems and ensuring reliable production outcomes. The role also supports product development, deployment practices, and client success.

Responsibilities:

• Partner with AI Implementation Managers to set a clear communication plan and project strategy for each deployment, so clients know what to expect at every stage
• Build and deploy production-ready client implementations across Posh’s Voice, Digital, and Outreach products, including integrations with banking systems, with additional products on the way
• Consult with clients throughout the implementation, guiding them with Posh’s best practices and recommendations based on what works across our customer base
• Lead technical conversations with client teams and internal stakeholders, explaining complex topics in a way that both technical and non-technical audiences can follow
• Ask the difficult questions early to uncover risks, set each deployment up for success, and help shape what we build next
• Troubleshoot and fix issues when something breaks, owning each deployment until it is live, stable, and working as expected for the client
• Work alongside engineering and product to build and release new features and products, and guide them from launch through client implementation
• Spot gaps and recurring patterns across deployments, and share clear, specific feedback with engineering and product to improve the platform
• Track success metrics for each deployment, with a focus on customer outcomes, and use them to guide decisions and show clients the results of their investment
• Document and share best practices internally so the whole team gets better with every deployment
• Partner with our Sales team and Solutions Engineers on technical questions during the pre-sales process when needed, and help create a smooth handoff from pre-sales to implementation
• Mentor new FDEs and help maintain the high-touch, white glove experience our clients expect

Requirements:

• 5 to 10 years of professional experience in software engineering or a related field, with a track record of building and shipping production systems
• Strong backend engineering skills in Python, Node.js, or a similar language, so you can build, debug, and deploy client implementations on your own
• Experience building or deploying conversational AI solutions, along with an understanding of what it takes to get these products working reliably in the real world
• A background working with banks, credit unions, or other financial institutions, and familiarity with the technology and vendors they rely on
• Working knowledge of fintech and banking systems, including core banking platforms and middleware
• A basic understanding of telephony and how voice systems connect with the rest of a client's technology
• Hands-on experience with API connectors, integrations, and cloud environments, and the ability to troubleshoot them when something doesn't work as expected
• Comfort answering tough technical deployment questions live on client calls, and the follow-through to dig deeper and come back with clear answers when needed
• Experience with AI solutions in the telecom space
• Experience with contact centers or contact center platforms, and an understanding of how their teams and systems operate day-to-day
• Preference for candidates based in the Boston area and able to work hybrid, but open to remote candidates in the US