About the role
As a Forward Deployed Engineer on the mid-market team, you will manage several implementations in parallel, guiding each customer from kickoff to a live agent in approximately four weeks. Your responsibilities include configuring agents using our platform templates, adapting them to customer needs, and performing thorough testing prior to launch. Post-launch, you will monitor agent performance, communicate results to customers, and refine the agents and strategy as needed. You will also contribute to enhancing our templates and tools to improve efficiency across the team.
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You'll be based in Dubai and launch agents for lenders, telcos, utilities, healthcare providers, and servicers in the UAE and the wider Middle East.
In this role, you will
- Run multiple mid-market implementations simultaneously, ensuring timely deliveries from kickoff to go-live.
- Configure and customize agents based on our segment templates to align with each customer's policies, products, and tone.
- Determine the outreach methods for debtors, including setting call windows, retry frequencies according to regulations, channel mixes (voice, SMS, RCS, WhatsApp), payment links, and hand-offs to human agents.
- Manage customer data imports and exports through standard integration flows.
- Conduct simulations and evaluations to test agents before launch, addressing any issues that arise.
- Analyze production performance metrics (contact rates, promises, payments, funnel) using SQL and dashboards, communicate findings to customers, and implement improvements based on insights gained.
- Identify recurring tasks across implementations and create templates, scripts, or tooling to automate those processes.
- Contribute to defining the standard workflow for customer segments, including telco, utilities, healthcare, servicers, and lenders.
- Provide clear documentation when handing over live customers to our Deployment Strategists.
- Relay product gaps and customer feedback to Product and Engineering teams.
Your background looks something like this
- 1 to 3 years in a technical role, such as software engineering, solutions engineering, implementation, technical support, or technical consulting. Strong graduates are also encouraged to apply.
- Proficiency in Python and/or TypeScript and SQL, with experience working with APIs and handling data files.
- An inclination for structured, repeatable work with a focus on automation opportunities.
- Ability to manage multiple projects simultaneously while adhering to schedules.
- Excellent communication skills for interacting with customers and team members.
- Native-level Arabic and fluent English.
Even better if you have
- Hands-on experience with Large Language Models (LLMs), including prompting, evaluations, or building small agents.
- Exposure to fields such as collections, lending, telecommunications, utilities, or other customer operations.
- A degree in Computer Science, Engineering, or Mathematics, or equivalent experience.
What we offer
💰 Competitive salary, determined by your skills, experience, and impact.
📈 Stock options: We believe in building the company together – you will own a stake in what we create.
🧩 Impact: Join our startup journey from the outset, playing a significant role in our growth and contributing to building something meaningful.
📚 Learning: Ongoing development through training, knowledge sharing, and engagement with other top-tier startups within our ecosystem.
🛜 Hybrid & Flexible: Our typical setup is hybrid – 3 days a week at our office in Dubai and 2 days of remote work. Flexibility is core to our culture; we trust you to organize your time and workspace effectively for optimal performance.
