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Talkdesk is seeking a Director of Forward Deployed Engineering to lead a global team responsible for bridging the gap between core AI product capabilities and real-world, complex requirements of enterprise customers. You will oversee the design, integration, and deployment of production-grade Customer Experience Automation (CXA) and Agentic AI solutions while serving as a strategic liaison between Sales, Product Management, and Core Engineering teams.
In this executive leadership role, you will manage operational excellence across all client environments, ensure technical governance for complex AI/ML systems, and drive scalability and security. You'll be the ultimate technical escalation point for customers, building high-trust relationships with CTOs and VPs of Engineering while synthesizing field learnings into reusable solution patterns that influence the platform roadmap.
This position requires a unique blend of strategic organizational leadership, deep technical expertise in AI/ML architecture, and a customer-first mindset. You will hire, mentor, and develop a team of high-performing hybrid engineers while managing budgets and resources to balance pre-sales technical support with post-sales deployment execution.
Responsibilities
- Lead the global Forward Deployed Engineering department to design and deliver complex Agentic AI and CXA deployments for Tier-1 enterprise customers
- Develop and execute the FDE operational strategy, defining the golden path for deployments with emphasis on scalability, security, and high performance
- Serve as primary liaison between Sales, Product Management, and Core Engineering, ensuring alignment while advocating for customer-driven features
- Identify and mitigate complex technical risks in the field, maintaining technical excellence across RAG systems, API integrations, and secure data architecture
- Synthesize field learnings into reusable solution patterns and deliver high-signal feedback to core teams to influence platform development
- Hire, manage, and mentor a team of Forward Deployed Engineers, fostering a culture of high-stakes problem solving and continuous learning
- Act as ultimate technical escalation point for customers, building high-trust relationships with customer CTOs and VPs of Engineering
- Manage FDE budget and resource allocation, balancing pre-sales technical support with post-sales deployment execution
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Colegas fantásticos em muitas equipas. Benefícios como semana de 4 dias em Agosto. Flexibilidade de trabalho remoto. Produto com potencial.
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