Forward Deployed Engineer

About Us

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

Learn more at www.ujet.cx .

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