Senior Forward Deployed Engineer – Key Accounts (AI Solutions)

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. **How we work at Aircall**: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. ***The embedded technical partner for a focused portfolio of Aircall's most strategic global accounts, driving agentic AI adoption use case by use case, in lockstep with Key Account Managers, from a first deployed use case to platform-wide expansion.*** #### **About the Team** Aircall's Forward Deployed Engineering team connects our innovative AI Agents technology to real-world customer workflows. We turn possibility into production by delivering automation that improves customer experience, boosts productivity, and unlocks new business value. Working cross-functionally with Product, Engineering, Sales, Solutions, and Customer Success, the team ensures every deployment delivers measurable impact. Within that team, this is a senior, Key Accounts–focused role for someone who wants to go deep rather than broad — embedding with a portfolio of Aircall's most strategic global customers and growing agentic adoption inside each one over time. It sits at the intersection of technical consulting, project leadership, and AI adoption strategy. *You don't need to be a full-time software engineer, but you should be fluent in APIs, highly confident leading complex technical engagements, and credible in the room with senior customer stakeholders.* #### **About the Role** As a Senior Forward Deployed Engineer for Key Accounts, you are the embedded technical owner for a portfolio of Aircall's highest-value global customers. You don't run a deployment and move on — you stay with the account, building a long-term agentic roadmap alongside the Key Account Manager (KAM). You land a first high-impact use case, prove value fast, then systematically expand the footprint use case by use case until Aircall's AI Agents are woven through the customer's core workflows. This is a high-autonomy role: you set the technical strategy for your accounts, you're trusted in the room with customer leadership, and you act as the connective tissue between the customer, the KAM, Product, and Engineering. *Please note, this is not a software engineering role. This is a hybrid, revenue-driving role spanning Solutions Engineering, Consulting, Professional Services, and Product Ownership* **What you'll do** - **Own a sustained, embedded relationship** with each account in your portfolio — you are the customer's go-to technical authority on agentic AI, not a project resource who rotates off once a deployment ships. - **Partner directly with the Key Account Manager** on a joint account plan: the KAM owns the commercial relationship and quota; you own the agentic use-case roadmap and technical execution; together you build and drive the pipeline of expansion use cases. - **Land the first use case fast, then expand** — deploy an initial high-value workflow, instrument the outcome, and use proven value to open the next use case and the next buying centre within the account. - **Run an evergreen use-case discovery cadence** — continuously surface, qualify, and prioritise new automation opportunities across the customer's teams, so there is always a next use case in flight. - **Serve as the customer's trusted advisor on agentic strategy** — map their AI roadmap 6–12 months out, not just the deployment in front of you, and keep Aircall positioned as the platform of record. - **Lead discovery and solution-design sessions** with customer stakeholders to map business processes, identify automation opportunities, and define solution architecture. - **Design, build, and deploy integrations** using low/no-code platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors. - **Configure and optimise the AI Agent** — defining intents, prompts, actions, guardrails, and performance metrics tailored to each account's workflows. - **Manage complex, cross-functional deployments** — defining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope. - **Collaborate with Engineering** to validate technical feasibility, resolve blockers, and feed field learnings back into the product. - **Create scalable models and reusable frameworks** (templates, playbooks, reference architectures) that make expansion within your accounts — and future Key Account engagements across the team — faster and more consistent. - **Champion continuous learning and enablement** — mentor FDEs, run internal workshops, and document best practices to raise the technical bar across the team. - **Collaborate with GTM leadership** to embed the routines and cadences that drive accountability for expansion pipeline, forecast accuracy, and performance tracking within Key Accounts. - **Contribute to expansion pipeline and MRR within your portfolio**, jointly with the KAM — defining use-case-specific expansion strategies, coordinating cross-functional support, and ensuring Aircall delivers the leading AI-enabled communication platform. - **Shape the AI Agent roadmap** with Product and PMM, based on customer needs, integration insights, and field learnings from your accounts. - **Drive internal and external product education**, including enablement for System Integrators (SIs) and channel partners where they support your accounts. - **Maintain deep awareness of AI and CX industry trends**, ensuring Aircall's positioning stays competitive and insights continuously feed back into product and GTM strategy. #### **What you'll bring** - 6+ years in technical consulting, solutions engineering, forward-deployed engineering, or integration-focused professional services — ideally with time owning strategic or enterprise accounts. - Client facing experience: - Proven ability to own a long-term customer relationship as the technical authority, operating with autonomy and credibility in front of senior (VP / CxO) stakeholders. - Proven experience running account-based motions in partnership with sales / account management on strategic or enterprise customers. - Technical skills: - Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) — able to design and troubleshoot integrations confidently. Even better if you have experience with MCP Servers. - Proficiency in scripting (JavaScript and/or Python) — used to build, customise, and debug integrations, not just read them. - Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce). - Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring. - Proven ability to lead complex, cross-functional programs with Engineering, Product, and Customer Success to deliver scalable outcomes. - Excellent communication and stakeholder management skills, translating fluently between technical and business audiences. - A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability. - Nice-to-haves - Experience in telephony, voice, or contact centre systems (SIP/WebRTC, call routing, containment, AHT). - Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake). #### **What success looks like** - **Depth and expansion within each account** — a growing number of live agentic use cases, and adoption spreading into new teams and buying centres over time. - **Net revenue retention and expansion MRR** across your portfolio, driven jointly with the KAM. - **Trusted-partner status** — reflected in access, executive relationships, and roadmap influence, not just tickets closed. - **Shortened time-to-first-value** on the initial use case, then a repeatable path to use case two and beyond. - **Reusable frameworks and models** actively used by peers and partners on other Key Account engagements. - **Strong collaboration with Engineering and Product** to enhance platform capabilities. - **Sustained improvements in customer metrics** (containment, AHT, CSAT) and revenue impact (ARR, NRR) driven by your solutions. **Why join us?** 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💶 Competitive salary package & benefits **DE&I Statement:** At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our [Candidate Privacy Notice here.](https://aircall.io/candidate-privacy-notice/) We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.