Forward Deployed Engineer, Agentic AI

About the role

PolyAI is an agentic dialog platform that builds, runs and governs conversational agents at scale, serving hundreds of enterprises across 75 languages and 25 countries. It is looking for a Forward Deployment Engineer who has built and shipped LLM agents in production, including tool use and evaluations. The engineer owns a customer's agents from the first scoping call through to production and beyond, designing behaviour, writing the code that connects the agent to the customer's systems, deploying it and keeping it running.

Key responsibilities

• Own agents in production end to end: scope with the customer, design conversation, tools and guardrails, build in Agent Studio and the ADK, launch and monitor performance.
• Integrate CRMs, booking engines, payment flows and legacy APIs in Python, and work across SIP, telephony and contact-centre platforms.
• Debug live calls, identifying whether the issue is speech recognition, the model, the prompt, an integration or the phone line.
• Build evaluation sets from real calls, run A/B tests and use data to decide what ships.
• Turn customer-specific fixes into reusable tools, templates or product changes, working with product, research and platform engineering.
• Act as technical lead for customer engineering, operations and executive teams, explaining trade-offs clearly.
• Use coding agents and LLM tooling daily and help colleagues do the same.

Required profile

• Has shipped LLM-powered agents or conversational systems to real users, with proof of one.
• Several years in a technical, customer-facing engineering role such as forward deployment, solutions engineering, consulting engineering or a startup.
• Owns outcomes, not tickets, and enjoys being on call when things break.
• Able to explain technical trade-offs to engineers and executives alike.

Required skills

• Strong Python, including production code, APIs and integrations.
• Nice to have: voice and telephony (SIP, IVR, CCaaS), evals and experimentation, regulated industries, Go or C++, or high-throughput real-time systems.

What we offer

• Equity and participation in the employee share option plan.
• 25 days of holiday on joining, plus one extra day after two years, up to 32.
• Flexible working from home, including up to six months per year outside the UK, and a one-off WFH allowance.
• TELUS Health EAP, enhanced parental leave, private healthcare and dental cover, and a menopause care programme.
• Bike2Work scheme, annual learning and development allowance, fertility and family-forming programmes, and a 5-week paid sabbatical after five years.