Forward Deployed Engineer – Key Accounts (AI Solutions) (m/f/d)
About the Role
As a Forward Deployed Engineer for Key Accounts, you are the technical point of contact for a portfolio of Aircall's strategic customers. You don't run a deployment and move on. You stay with the account and help build its agentic roadmap alongside the Key Account Manager (KAM). You help land a first high-impact use case, prove value fast, then expand the footprint use case by use case. You'll work closely with the KAM, senior FDEs, Product, and Engineering, taking on increasing ownership of your accounts as you grow in the role.
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.
What you'll do
- Build ongoing relationships with the accounts in your portfolio as their go-to technical contact for Aircall's AI Agents.
- Partner with the Key Account Manager on the account plan: the KAM owns the commercial relationship and quota. You own technical execution and contribute to the use-case roadmap and the pipeline of expansion opportunities.
- Deliver the first use case fast, then expand. Deploy an initial high-value workflow, track the outcome, and use proven value to identify the next use case.
- Run regular use-case discovery with customer teams to surface, qualify, and prioritise new automation opportunities.
- Act as a trusted advisor to your accounts on agentic AI. Help them build their AI roadmap 6–12 months out, not just the deployment in front of you, and keep Aircall positioned as their platform of choice.
- 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 cross-functional deployments: define timelines, align stakeholders, ensure accountability, and deliver on time and within scope.
- Collaborate with Engineering to validate technical feasibility, resolve blockers, and share field learnings that inform product improvements.
- Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make expansion within Key Accounts faster and more consistent.
- Champion continuous learning and enablement. Train peers, run internal workshops, and document best practices to raise the technical bar across the team.
- Collaborate with GTM leadership on 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.
- Share customer needs, integration insights, and field learnings with Product and PMM to help shape the AI Agent roadmap.
- Support internal and external product education, including enablement for System Integrators (SIs) and channel partners where they support your accounts.
- Maintain awareness of AI and CX industry trends, ensuring insights feed back into product and GTM strategy.
You don't need to be a full-time software engineer, but you should be fluent in APIs, confident managing technical projects, and comfortable working with customer stakeholders.
What you'll bring
- 2–5 years of experience in technical consulting, solutions engineering, or integration-focused project management, ideally with some exposure to larger or enterprise accounts.
- Client-facing experience required, ideally working alongside sales or account management teams. Technical skills:
- Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL), with the ability to design and troubleshoot integrations confidently. Even better if you have experience with MCP Servers.
- Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring. Tools experience:
- Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).
- Proven ability to lead cross-functional 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. 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).
- Exposure to scripting (JavaScript/Python) for light customisation and debugging.
We offer
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. 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 &
You'll be the technical partner for a portfolio of Aircall's strategic global accounts, working closely with Key Account Managers to drive agentic AI adoption use case by use case, from the first deployed use case to broader expansion.
What success looks like
- A growing number of live agentic use cases within each account in your portfolio.
- Shortened time-to-first-value on the initial use case, then a repeatable path to use case two and beyond.
- Contribution to net revenue retention and expansion MRR across your portfolio, jointly with the KAM.
- Strong, trusted working relationships with customer stakeholders.
- Reusable frameworks, models, and templates actively used by peers and partners.
- 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.