PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world's leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
Join our Agent Deployment team to play a critical role in deploying voice agents that handle tens of thousands of customer interactions every day. As a Forward Deployed AI Engineer, you'll directly influence PolyAI's growth by rapidly implementing and optimizing cutting-edge voice AI solutions tailored to our enterprise customers' needs.
You will serve as the primary technical liaison between PolyAI and our clients, collaborating closely to understand their requirements, deliver customized solutions, and ensure measurable success and customer satisfaction.
This role offers an exciting blend of technical innovation, entrepreneurial spirit, and impactful client interaction, giving you the opportunity to shape the future of AI-powered customer experiences.
Who We're Looking For:
- Passionate about AI, specifically voice-driven technologies, with a strong motivation to continuously expand your expertise.
- Strong technical background or demonstrated ability to quickly grasp complex concepts (preferred backgrounds: Engineering, Computer Science, Data Analytics, or related fields).
- Thrives at the intersection of technology and customer success, energized by creatively overcoming complex enterprise interactions and getting to the successful deployment.
- Highly autonomous, proactive, opinionated and comfortable working closely with clients to achieve ambitious goals and deliver tangible ROI.
- Skilled in navigating multiple stakeholder relationships (both internal and external), balancing stakeholder needs without losing sight of core business objectives.
Responsibilities:
- Lead the hands on development, configuration, and deployment of conversational AI systems for enterprise clients, ensuring solutions are production ready and aligned with real business workflows.
- Develop deep expertise in the platform architecture, capabilities, and limitations in order to design reliable and scalable solutions for client deployments.
- Partner closely with product and engineering teams, representing client needs internally and communicating product capabilities and roadmap direction to customers.
- Design creative solutions to overcome platform or integration constraints while maintaining system reliability, scalability, and maintainability.
- Own the reliability, performance, and scalability of deployed systems, ensuring production environments meet strict SLAs for uptime, latency, and operational stability.
- Serve as the primary technical point of contact for enterprise clients, leading technical discussions, troubleshooting issues, and maintaining ownership of system architecture and production health.
- Collaborate with Deployment Strategists (DS) and Customer Success Managers (CSMs) to support successful project delivery and long term client outcomes.
- Apply a data driven approach to deployments by designing logging, monitoring, and analytics systems that surface insights and enable proactive issue resolution.
- Build and maintain operational dashboards, metrics, and alerts to ensure deployments meet both internal and external reliability standards.
- Lead integration with enterprise infrastructure including telephony systems such as SIP and RTP, backend services, and external APIs, ensuring secure and scalable production operation.
Qualifications:
- You work with AI productivity and/or automation tools in your daily tasks.
- 2-5 years of client-facing experience in solution implementation, technical consulting, management consulting, or a similar role.
- Strong technical foundation (education or professional background in Computer Science, Engineering, Data Analysis, etc.) and comfortable rapidly mastering new technologies.
- Proven ability to independently manage projects and passionate about solving problems, whether technical or non-technical.
- Demonstrate the ability to manage stakeholders while staying result-driven.
- Outstanding communication skills, able to clearly explain complex technical concepts to non-technical stakeholders.
- Creative, solutions-focused mindset with a talent for overcoming complex challenges.
- Experience with VoIP protocols such as SIP, RTP, and related telephony technologies (e.g., call routing, signaling, and media handling).
- You're passionate about building AI that positively impacts everyday life.
- Experience with Python programming.
- Familiarity with containerization and microservice deployments using Docker and Kubernetes.
- Native-level proficiency in English.
*You must be based in Vancouver for this role - candidates outside of this location will not be considered*
We provide a competitive salary range for this role, which is $130,000 – $180,000 CAD - depending on level and experience. Please note this range is intended as a guide, not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role. In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company's long-term success..
Participation in the company's employee share options plan
20 days vacation
Annual learning and development allowance: We will reimburse the costs of any certified and non-certified training, including conferences, events, books and subscriptions that are relevant to your role at PolyAI, in addition to any formal training that the company offers
We're all about making WFH work for you - that's why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
Company-funded fertility and family-forming programmes
Menopause care programme with Maven
Competitive Healthcare plan: We offer health insurance through Alliance. Full details on the plan will be shared with you on your first day
At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our core values are:
Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.
