Forward Deployed Engineer

Job description

About the role The Forward-Deployed Engineer (FDE) is a customer-proximate, outcomes-driven individual contributor who makes Rely’s programs work end-to-end in the real world. This role sits at the intersection of engineering, product, and operations and is “navigator-based”: you work closely with patient care navigators and operations tocollaborate directly with customers and Sales/AM to ensure we deliver outcomes. This role is not static. Tools and platforms evolve month-to-month as we adopt vendors, build internal systems, and improve the stack. Success requires comfort learning new tools quickly while maintaining a high bar for quality, reliability, and delivery. Important note: what “engineering” means here This is not a backend production engineering role. You will build internal tools, scripts, workflow configurations, dashboards, and prototypes (often using AI-assisted / low-code tooling). You will not be asked to own production backend services What You’ll Do 1) Build & Operate Operational Workflows (System of Work / Patient Manager) Configure and evolve workflows that power navigator execution: routing, task creation, campaigns, automation, and program logic. Partner with Product/Ops to ensure workflow configuration reflects real operations and reduces failure modes. Build internal helpers/tools that make workflows easier to operate and safer to change 2) Build & Operate Agent Workflows (Agent System) Build and maintain agent workflows that handle operational tasks end-to-end: tool use, guardrails, escalation paths, and failure handling. Shadow real workflows, identify friction, and ship improvements that reduce manual work and increase closure. Maintain reusable components/templates so we don’t rebuild one-offs for every customer. 3) Build & Improve Automated Communication Agents (Voice and beyond) Build and iterate automated agents that interact with patients/customers (voice, messaging, or other channels as needed). Ensure behavior is operationally correct (right intent, right routing, right follow-ups) and measurable. Follow quality gates/playbooks for customer-facing automation (testing/evals, rollout/rollback, post-deploy verification). 4) Customer Outcomes, Expansion, and Getting Customers to the Next Level Identify where outcomes break by learning the customer’s real operations and constraints. Partner with Sales/AM and customer stakeholders to move customers to the next level (new workflows, higher volume, broader scope, deeper adoption) by shipping what’s needed to make it real. Turn early signals into concrete pilots with tight scope, measurable success criteria, and clear timelines. Convert repeated customer needs into scalable patterns (templates, components, playbooks) so we scale beyond one account. 5) Rapid Viability → Standardization (Process + Quality Gates) Push viable solutions into production quickly: small increments, clear ownership, and verifiable results. Create/upgrade the right proof for changes: simulations, structured reviews, eval sets, regression checks, audit queries, dashboards, or other validation mechanisms. Do the necessary research (artifacts, logs, customer workflows, tool capabilities) to choose the right approach and avoid rework. 6) Enablement, Documentation, and Team Lift Write short runbooks, checklists, and “how this works” docs so we don’t relearn the same lessons. Pair with teammates, share patterns/pitfalls, and contribute to a culture of high-quality execution. As you ramp, help newer hires ramp faster through clear documentation and lightweight support. Operating Standards You own outcomes for workflows you touch: triage → RCA → fix → verification . Changes ship through a tracked change process with traceability (PRs, reviews, versioning, release notes). Meaningful changes include appropriate validation, rollout/rollback thinking, and post-deploy verification. When a workflow has a specific playbook (e.g., calling), follow it. HIPAA / PHI handling: you’ll work in a healthcare environment. We expect careful handling of sensitive data, least-privilege access, auditability, and secure operational practices. Qualifications Minimum Required Qualifications: Bachelor’s degree in Computer Science, Software Engineering, Data Science, or a related technical field, or equivalent demonstrated build experience (portfolio, internships, open-source contributions, or hackathons) 1-2 years of engineering experience Demonstrated experience using Claude Code (Anthropic’s agentic coding tool) to build, debug, or ship working software — through coursework, internships, open-source contributions, hackathons, or personal projects Proven ability to adapt to rapidly evolving AI tools — able to evaluate, adopt, and migrate between models, agents, and platforms as the landscape changes Ability to communicate complex technical topics clearly and concisely Comfort interfacing directly with customers in a high-touch capacity to drive adoption and surface real-world feedback Preferred Qualifications: Experience with other OpenAI products Experience building automation/agents, eval sets, or quality gates. Experience in forward-deployed engineering, solutions engineering, implementation, or technical operations. Competencies (Knowledge/Skills/Abilities): Strong ownership and problem-solving mindset; you drive issues to verified resolution. Ability to build relationship across the company to effectively design products Strong analytical skills to work evaluate model performance and improve prompt effectiveness Knowledge of data visualization principles and best practices Excellent problem-solving skills and a detail-oriented approach to design Comfort operating in ambiguous, fast-moving environments with evolving tools. Strong communication and teamwork skills, with the ability to collaborate effectively with cross-functional teams. Ability to scope project timelines and meet appropriate deadlines Ability to work evening and weekends as needed to execute on deadlines Creativity, open mindset to drive experimentation and internal R&D Proven ability to translate complex technical concepts into clear, actionable insights for non-technical stakeholders, ensuring that customers can effectively leverage advanced product features. The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it. Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it. Working Conditions Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated. Benefits 401(k) Dental insurance Health insurance Vision insurance LT/ST Disability and Life Insurance Technology reimbursement Paid time off (Vacation, Sick, Holiday) Paid Parental leave Professional development Technology Reimbursement About Rely Health At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States. By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care