Forward Deployed Engineer

Forward Deployed Engineer

Company: IH&MS Infra India Pvt. Ltd.

Location: Office No. 304, Nyati Millennium, Opposite Panchashil Business Tower, Near Datta Mandir Chowk, Viman Nagar, Pune – 411014

Job Type: Full-Time

Experience: 2+ Years

Salary: Competitive compensation based on experience, relevant skills, and interview performance

Joining: Immediate Joiners Preferred

Job Summary:

· Sits at the intersection of engineering, solutions architecture, and customer outcomes.

· Makes Fonazo work live inside an enterprise customer's telephony, CRM, compliance, and operating environment.

· Remote but active — works across time zones, joins customer calls in their hours, and travels on-site when deployments require it.

· Carries full ownership: customer success is personal success, and field learnings shape the core product roadmap.

Key Responsibilities :

• Own enterprise deployments end-to-end. Take full accountability from scoping through go-live and into steady state — running technical discovery with customer engineering and operations teams, designing the integration architecture, and being the person accountable for the system actually working in production.
• Run technical discovery with customer teams. Sit with customer engineering and operations stakeholders to understand their telephony estate, CRM, compliance regime, and operating language before designing how Fonazo fits into their world.
• Design integration architecture. Map out how Fonazo connects to a customer's existing stack — deciding what talks to what, how data flows, and where the platform's boundaries sit within their environment.
• Build integrations across diverse enterprise systems. Develop the connective tissue between Fonazo and customer CRMs, calendaring systems, ticketing platforms, telephony infrastructure, data warehouses, and internal APIs — frequently in environments where documentation is incomplete and access is gated behind enterprise security review.
• Debug real-time voice issues live, under pressure. Diagnose latency, audio quality, and reliability problems across the full call path — from carrier to application layer — often while on a live call with the customer, and do it with composure.
• Translate between technical and business worlds. Convert a bank's compliance requirement into a technical configuration, a hospital operations team's workflow into an agent design, and a customer escalation into a precise, actionable engineering ticket for the core team.
• Build reusable deployment infrastructure. Write internal runbooks, deployment templates, and tooling so that each completed deployment makes the next one faster and more repeatable.
• Train customers for independence. Enable customer teams to operate the platform on their own after go-live, reducing long-term dependency on direct support.
• Serve as the two-way voice between customer and product. Be the strongest technical voice the customer hears from Blessing Softtech, and the strongest customer voice that reaches the core product team — feeding field learnings back into what gets built next.

Requirements

• Engineering depth: 3+ years professional software engineering in Python and TypeScript/Node.js; comfortable owning full service lifecycle — API design, auth, webhooks, queues, retries, logging, monitoring.
• Telephony fluency: Hands-on experience with SIP, WebRTC, RTP, or platforms like Twilio, Plivo, or Exotel; understands codecs, jitter, packet loss, DTMF, call routing, and SIP traces.
• AI systems experience: Practical production LLM experience — orchestration, prompt/context design, tool calling, retrieval, evaluation, and failure handling.
• Integration craft: Track record with Salesforce, HubSpot, ServiceNow, Zendesk, Google Workspace, or Microsoft 365, including OAuth, rate limits, webhooks, and data mapping; n8n/Zapier experience a plus.
• Infrastructure competence: Working knowledge of Linux, Docker, cloud networking, DNS, TLS, VPNs, and firewalls; observability tools (OpenTelemetry, Grafana, Datadog, Langfuse) a strong plus.
• Regulatory awareness: Comfortable discussing DPDP Act, GDPR, and TCPA; designs systems that stay compliant by default.
• Language: Exceptional written and spoken English required; Arabic, Hindi, or a major European language is a meaningful advantage.

Ideal Temperament

• Stays calm and composed in front of customers when systems break.
• Prefers owning outcomes over just closing tickets.
• Moves fluidly from technical packet analysis to CIO-level architecture presentations.
• Documents proactively and treats every deployment as product improvement, not just delivery.

Pay: ₹30,000.00 - ₹600,000.00 per month

Work Location: In person