Forward Deployed Engineer, Onboarding Services

About the role

Outreach is a complete agentic AI platform for revenue teams, and its FDE, Onboarding Services team sits within Professional Services. As a Forward Deployed Engineer you will onboard and implement new Outreach customers, from core platform configuration through delivery and adoption of AI Agents. The role is remote, based in the United States (Eastern or Central time zones preferred), and requires US business hours with flexibility for key customer milestones.

Key responsibilities

• Serve as the primary point of contact for customers through onboarding and implementation
• Deliver implementations on time, keeping customer teams up and running against agreed milestones
• Own delivery of Outreach's AI Agents (Research, Revenue, Personalization, Deal, and Meeting Prep) from configuration and prompt engineering through adoption
• Manage projects: keep stakeholders on track, stay within budget and margin, manage risk, and secure customer sign-off
• Drive platform and agent adoption during and after go-live
• Support existing customers who buy additional services, including optimizations, technical audits and expansions, and identify opportunities for Managed Services
• Document customer information so handoffs between teams are seamless, and own the post-launch handoff to Customer Success
• Partner with Support, Product and Engineering to capture customer feedback, and contribute to Professional Services methodologies and programs
• Track KPIs: on-time go-live, delivery within budget and margin, project utilization, customer sign-off and satisfaction, and AI Agent adoption at handoff

Required profile

• 3-5 years in professional services, consulting, implementation or a related customer-facing technical role, ideally in SaaS
• Proven track record of building trust and client relationships while delivering implementation excellence
• Proactive adoption of new AI tools and techniques, bringing that expertise into customer conversations
• Strong project management: sets clear expectations, manages risk and holds to timelines
• Communicates credibly with customers from admins to executive leadership; self-starter comfortable with ambiguity

Required skills

• Hands-on experience configuring, tuning or piloting AI agents, including prompt engineering and agent workflow design
• Preferred: experience implementing Outreach or a comparable sales engagement, conversation intelligence or forecasting platform
• Preferred: knowledge of sales processes such as lead generation, pipeline management and KPIs
• Preferred: experience with the software delivery lifecycle, CRM administration (Salesforce, Dynamics) and integrations

What we offer

• Flexible time off
• 401k
• Medical, dental and vision coverage for full-time employees and dependents
• Parental leave program with a paid night nurse option and gradual return to work
• Infertility and assisted reproductive services benefit
• Employee referral bonuses
• Diversity and inclusion programs and employee resource groups