Forward Deployed Engineer, UJET

• 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
• 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

Desirable

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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