Job Title

Forward Deployed Engineer - SydneyAircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We''re redefining what a customer communications platform can beby combining voice, SMS, WhatsApp, and AI into one seamless workspace.Our momentum comes from a simple but powerful idea: help every customerfacing team work smarter, not harder. Aircall''s AI Voice Agent automates routine calls, AI Assist streamlines postcall tasks, and AI Assist Pro delivers realtime guidance that helps people do their best work. The resultcompanies grow revenue, deliver faster resolutions, and scale service.We''ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by worldclass investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.At Aircall, you''ll join a company in motionambitious, profitable, and productdrivenwhere impact is visible, decisions are fast, and growth is real.How We Work at Aircall: We believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fastpaced, teamdriven environment where curiosity, trust, and impact matter, you''ll fit right in.About The TeamAircall''s Forward Deployed Engineering team connects our innovative AI Agents technology to realworld SMB workflows. We turn possibility into productiondelivering automation that improves customer experience, boosts productivity, and unlocks new business value. Working crossfunctionally with Product, Engineering, Sales, Solutions, and Customer Success, the team ensures every deployment delivers measurable impact. This is a dynamic, handson role at the intersection of technical consulting, project leadership, and AI adoption strategy. You don''t need to be a fulltime software engineer, but you should be fluent in APIs, very confident managing technical projects, and eager to continuously learn, build, and scale new models that empower both customers and teammates.About The RoleAs a ForwardDeployed Engineer, you''ll own the endtoend delivery of technically sound, lowcode AI solutions for Aircall customers. You''ll design, implement, and operationalize workflows that connect the AI Agent with CRMs, help desks, and communication tools. You''ll also play a key role in driving team upskilling, building reusable frameworks, and leading crossfunctional initiatives that improve how Aircall deploys AI at scale. This is a handson role where you''ll translate customer challenges into scalable technical solutions, working directly with Product and Engineering to refine Aircall''s platform and accelerate adoption.Please note, this is not a software engineering role. This is a hybrid, revenuedriving role across Solutions Engineering, Software Engineering, Consulting, Professional Services, and Product Ownership.What you''ll doLead customer discovery and design sessions to map business processes, identify automation opportunities, and define solution architecture.Design, build, and deploy integrations using low/nocode platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors.Collaborate with Engineering to validate technical feasibility, resolve blockers, and share field learnings that inform product improvements.Configure and optimize the AI Agentdefining intents, prompts, actions, guardrails, and performance metrics.Manage complex, crossfunctional deploymentsdefining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope.Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make future projects faster and more consistent.Champion continuous learning and enablementtrain peers, run internal workshops, and document best practices to raise the technical bar across the team.Run global, targeted outbound campaigns within the existing customer base to generate pipeline and accelerate adoption, working closely with the customer marketing team.Collaborate with GTM leadership to embed routines and cadences that drive accountability for new product pipeline, forecast accuracy, and performance tracking.Own regional topline targets for assigned products (e.g., AI Voice Agent MRR generated per area) by collaborating with AEs and AMs who hold addon quotas.Act as an internal product owner within the GTM functiondefining productspecific MRR strategies, coordinating crossfunctional support, and ensuring Aircall delivers the leading AIenabled communication platform.Collaborate with Product and PMM to shape the AI Voice Agent roadmap based on customer needs, integration insights, and field learnings.Drive internal and external product education, including enablement for System Integrators (SIs) and channel partners.Maintain deep awareness of AI and CX industry trends, ensuring Aircall''s positioning remains competitive and insights continuously feed back into product and GTM strategies.What you''ll bring58 years in technical consulting, solutions engineering, or integrationfocused project management.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.Handson experience with lowcode 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 crossfunctional projects, working with Engineering, Product, and Customer Success to deliver scalable outcomes.Excellent communication and stakeholder management skills, translating between technical and business audiences.A growth mindset constantly learning new tools, frameworks, and ways to improve the customer experience and team capability.Nicetohaves:Experience in telephony, voice, or contact center systems (SIP/WebRTC, call routing, containment, AHT).Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).Exposure to scripting (JavaScript/Python) for light customization and debugging.What Success Looks LikeConsistent delivery of highquality, scalable AI Agent deployments with clear business outcomes.Shortened timetofirstvalue and increased automation adoption across SMB customers.Reusable frameworks, models, and templates actively used by peers and partners.Strong collaboration with Engineering and Product to enhance platform capabilities.Demonstrated leadership in team enablement and upskilling, with measurable impact on technical excellence.Sustained improvements in customer metrics (containment, AHT, CSAT) and revenue impact (ARR, NRR) driven by your solutions.Why This Role is UniqueThis is a role for builders, connectors, and enablers. You''ll be at the intersection of AI innovation, customer experience, and scalable delivery combining technical curiosity with a consulting mindset. Every project you lead not only delivers value for customers but also strengthens Aircall''s internal capability to deploy AI faster and smarter.If you''re motivated by making cuttingedge technology accessible and impactful while continuously learning and helping others do the same this is the perfect next step in your career.Why join us?Key moment to join Aircall in terms of growth and opportunitiesOur people matter, worklife balance is important at AircallFastlearning environment, entrepreneurial and strong team spirit45+ Nationalities: cosmopolitan & multicultural mindsetCompetitive salary package & benefitsDE&I StatementAt Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the tableproviding 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 because we realize that we have work to do and much to learn.Want to know more about candidate privacy? Find our Candidate Privacy Notice here.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. 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