Senior Forward Deployed Engineer – Key Accounts (AI Solutions)

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.

6+ years in technical consulting, solutions engineering, forward-deployed engineering, or integration-focused professional services — ideally with time owning strategic or enterprise accounts.

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.

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.

Hands-on experience with low-code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce).

Proficiency in scripting (JavaScript and/or Python) — used to build, customise, and debug integrations, not just read them.

Proven experience running account-based motions in partnership with sales / account management on strategic or enterprise customers.

Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring.

Proven ability to lead complex, cross-functional programmes 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).

Experience in telephony, voice, or contact centre systems (SIP/WebRTC, call routing, containment, AHT).

Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake).

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.

🚀 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

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.

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