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 customer developers, architects, administrators, IT teams, contact center teams, operations teams, implementation partners, and business stakeholders

Lead or participate in technical discovery, implementation, troubleshooting, and readiness sessions

Partner closely with Program Success Managers to support customer milestones and resolve technical blockers

Work with Solutions Architects to ensure implementations remain aligned with agreed technical architecture

Collaborate with Product Management and Product Engineering when deployment requirements identify platform limitations, defects, or broader product gaps

Work with Customer Support and other internal teams to troubleshoot complex issues and support smooth transitions into production operations

Communicate technical findings clearly to both technical and non-technical audiences

Maintain visibility into technical deliverables, dependencies, blockers, risks, and outstanding decisions

Provide accurate technical status updates to program stakeholders

Identify technical issues that could affect customer timelines and escalate them proactively

FDE Reusability & Continuous Improvement

Identify recurring technical challenges encountered during customer deployments

Develop reusable scripts, implementation examples, integration patterns, technical templates, and troubleshooting guidance

Contribute to internal technical documentation and FDE knowledge bases

Share lessons learned across the Forward Deployed Engineering organization

Help standardize repeatable deployment processes while preserving the flexibility required for complex customer environments

Provide structured feedback to Product and Engineering teams regarding recurring implementation challenges and product gaps

Identify opportunities to improve deployment tooling, documentation, APIs, and technical processes

Help reduce repeated technical effort across customer programs through automation and reusable technical solutions

Requirements

3+ years of experience in a technical customer-facing role such as Technical Implementation, Professional Services, Solution Engineering, Integration Engineering, Deployment Engineering, Technical Support, Solution Architecture, Technical Consulting, or Software Development

Demonstrated experience working with complex enterprise software deployments, implementations, or integrations

Working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code

Experience working with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations

Experience testing and troubleshooting API endpoints and integrated software systems

Ability to read and interpret application, platform, API, and integration logs

Strong troubleshooting and root-cause analysis skills

Ability to review implementation code and identify common logic, configuration, API, or integration issues

Experience translating customer requirements into technical implementation activities

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Ability to explain technical concepts to both technical and non-technical audiences

Demonstrated ability to work directly with customers, partners, engineers, architects, administrators, and business stakeholders

Strong organizational skills and attention to detail

Ability to manage multiple technical priorities and customer engagements simultaneously

Demonstrated ownership of technical problems through resolution

Ability to work effectively in situations where the technical solution or troubleshooting path is not immediately obvious

Ability to collaborate effectively across Forward Deployed Engineering, Product, Engineering, Support, Professional Services, and other customer-facing organizations

Preferred Qualifications

Experience with Contact Center as a Service (CCaaS), customer experience platforms, or enterprise contact center technologies

Experience with conversational AI, generative AI, large language models, or AI-powered customer experiences

Experience designing or implementing virtual agents, chatbots, voice bots, or automated customer-service workflows

Experience with prompt engineering, AI response validation, or LLM testing

Experience with CRM, contact center, telephony, or enterprise application integrations

Experience with webhooks and event-driven integration patterns

Experience using API testing tools

Experience with observability, application logging, monitoring, or diagnostic platforms

Familiarity with cloud platforms and cloud-based development environments

Familiarity with Git or other version-control systems

Experience working in SaaS or cloud-native software environments

Experience working in Professional Services, Implementation Services, Solution Engineering, or Forward Deployed Engineering organizations

Experience creating technical proofs of concept, implementation examples, reusable integration patterns, or customer-specific technical solutions

Experience collaborating with Product Management and Product Engineering to identify product gaps or escalate confirmed defects

Understanding of software development lifecycle concepts, including development, test, staging, and production environments

Familiarity with authentication, authorization, configuration management, and basic application security practices

Experience working with enterprise customers in technically complex or high-touch environments

Compensation

Annual Canadian Hiring Range: $85,000 – $140,000 CAD

A candidate's actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

Why UJET?

• Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.
• Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.
• Comprehensive Benefits: Medical, dental, vision, 401(k) plan, wellness benefits, and more.

UJET is an Equal Opportunity Employer

UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

AI Use in Our Hiring Process

UJET uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams.

Reasonable Accommodation

If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact peopleteam@ujet.cx.

Work Authorization & Sponsorship

Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role.