Forward Deployed Engineer

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role The Forward Deployed Engineer (FDE) is a customer-embedded delivery engineer responsible for turning qualified AI opportunities into live, production-ready agent deployments. This role sits at the intersection of customer workflow design, applied AI engineering, enterprise integration, and production rollout. The core mission is to close the last-mile gap between platform capability and measurable customer outcomes by taking shaped opportunities from scoping through implementation and into the first production shift. You will work directly with customer stakeholders, internal delivery teams, and product partners to design, build, evaluate, deploy, and stabilize AI agents in real operating environments. This is a highly customer-facing, hands-on role for someone who can translate ambiguity into working systems and can move fluidly between technical depth and business impact. What you’ll do • Convert prioritized use cases and pre-sales assumptions into a clear delivery scope, technical plan, and phased implementation approach. • Work directly with customer technical and operational teams to map real workflows, exception paths, approvals, escalation rules, and human-in-the-loop controls. • Design and build customer-specific AI agent solutions, including orchestration logic, prompt architecture, retrieval flows, workflow rules, and decision logic. • Implement integrations with customer data sources, APIs, SaaS platforms, CRMs, ERPs, and enterprise knowledge systems so agents can perform real work end to end. • Develop evaluation methods, guardrails, and acceptance criteria that measure agent usefulness, reliability, safety, task success, and production readiness. • Run iterative testing, failure analysis, and performance tuning to improve quality, groundedness, latency, cost, and operational effectiveness. • Prepare solutions for production by addressing access controls, observability, rollout sequencing, exception handling, fallback behavior, and support readiness. • Lead deployment activities through initial go-live and first-shift stabilization, including rapid issue r