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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 will stay with the account and help build its agentic roadmap alongside the Key Account Manager (KAM), landing the first high-impact use case, proving value quickly, and then expanding the footprint use case by use case. This role is a hybrid of technical consulting, project delivery, and AI adoption, working closely with the KAM, senior FDEs, Product, and Engineering.

Responsibilities

Build ongoing relationships with accounts as their go-to technical contact for Aircall's AI Agents.
Partner with the Key Account Manager on the account plan, owning technical execution and contributing to the use-case roadmap and expansion pipeline.
Deploy an initial high-value workflow, track outcomes, 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 accounts on agentic AI, helping them build their AI roadmap and keeping 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 and CRM automation tools 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, defining timelines, aligning stakeholders, ensuring accountability, and delivering 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) to accelerate expansion within Key Accounts.
Champion continuous learning and enablement by training peers, running internal workshops, and documenting best practices.
Collaborate with GTM leadership on routines and cadences that drive accountability for expansion pipeline, forecast accuracy, and performance tracking.
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.
Maintain awareness of AI and CX industry trends, ensuring insights feed back into product and GTM strategy.

Requirements

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.
Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL), with the ability to design and troubleshoot integrations confidently.
Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring.
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.
Experience in telephony, voice, or contact centre systems (SIP/WebRTC, call routing, containment, AHT) is a nice-to-have.
Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake) is a nice-to-have.
Exposure to scripting (JavaScript/Python) for light customisation and debugging is a nice-to-have.
Even better if you have experience with MCP Servers.

Skills

APIs
Webhooks
Data Structures
JSON
REST
GraphQL
AI Workflow Configuration
Prompt Engineering
Evaluation
Monitoring
Low-code Orchestration Tools
Zapier
Make
n8n
Workato
CRM Automation
HubSpot
Salesforce
Cross-functional Project Management
Communication
Stakeholder Management
Growth Mindset
Telephony
Voice Systems
Contact Centre Systems
SIP
WebRTC
Call Routing
Containment
AHT
BI Tools
Analytics Tools
Looker
BigQuery
Snowflake
Scripting
JavaScript
Python
MCP Servers

Location

Paris
Seattle
Madrid
London
Berlin
San Francisco
New York City
Sydney
Mexico City

Work Type

Hybrid

Experience Level

2-5 years

Benefits

Competitive salary package & benefits

About the Company

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams.
We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.
Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work.
The result is higher revenue, faster resolutions, and teams that scale with confidence.
Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City.
We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.
At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.
How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.

Equal Opportunity

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.