Forward Deployed Engineer (Onboarding Services)

Quick Facts

• Role: Forward Deployed Engineer (Onboarding Services)
• Team: Professional Services (onboarding & implementation)
• Location: Remote (US; Eastern or Central time zones preferred)

Description

You will onboard and implement new Outreach customers, covering core platform configuration through delivery and adoption of Outreach AI Agents. This role combines technology and business consulting with solution design and project management to guide customers on best practices and drive adoption. You will also support post-launch services and hand off customers to Customer Success.

Responsibilities

• Serve as the primary point of contact for customers through onboarding and implementation
• Deliver implementations on time against agreed milestones
• Own delivery of AI Agents (Research, Revenue, Personalization, Deal, Meeting Prep) from configuration and prompt engineering through adoption
• Demonstrate project management excellence: manage risk, stay within budget and margin, and secure customer sign-off
• Drive platform and agent adoption during and after go-live
• Support existing customers purchasing additional services post-launch (optimizations, technical audits, expansions)
• Identify opportunities for additional services (including Managed Services) and connect customers with the right teams
• Document and manage customer information for seamless handoffs
• Own post-launch handoff of customers to Customer Success
• Partner with Support, Product, and Engineering to capture and act on customer feedback
• Contribute to Professional Services methodologies, assets, and programs—especially how AI is embedded into delivery workflows
• Track KPIs and adjust quickly to stay on target

Benefits

• Flexible time off
• 401k
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Parental leave program with options for a paid night nurse and a gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the office and fun events
• Diversity and inclusion programs with employee resource groups

Requirements

• 3–5 years in professional services, consulting, implementation, or a related customer-facing technical role (ideally in SaaS)
• Proven track record delivering implementation excellence and managing change
• Hands-on experience configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design
• Strong project management: set expectations, manage risk, and meet timelines
• Credible communication across customer roles—from admins to executive leadership
• Self-starter comfortable with ambiguity; able to break down complex problems into actionable components