Forward Deployment Engineer

About Flowcall

Flowcall is an AI-powered customer service automation platform built for D2C and e-commerce brands. We automate support across WhatsApp, email, voice, Instagram, and web chat — integrating deeply into our clients' systems to resolve 80–90% of queries without human intervention. Our clients include

Atomberg, mCaffeine, Hyphen, Ugaoo, Knya, and Damensch . We're growing 25% month-on-month and expanding our client roster rapidly. To keep up with that growth and deliver great onboarding experiences, we're hiring our first Forward Deployment Engineer.

The Role The Forward Deployment Engineer is a hybrid role that sits at the intersection of client management, business analysis, and technical implementation. You are the person who takes a new client from signed contract to a fully live, automated AI support system.

You'll work directly with the client's customer service, product, and tech teams to understand how they operate — their return policies, exchange workflows, escalation paths — and then translate all of that into working AI-driven automation on Flowcall's platform. You'll also coordinate API integrations with their engineering teams to make the automation real: pulling order data, triggering refunds, checking inventory — whatever the workflow demands.

This is a client-facing, high-ownership role. You'll be managing multiple clients in parallel, each at different stages of deployment, and you'll be the person who makes sure every one of them gets to a live, working product they're proud of.

What You'll Do Client Onboarding & Discovery Lead discovery sessions with clients to understand their customer service operations — ticket volumes, query categories, escalation logic, team structure Document and map out existing SOPs for processes like returns, refunds, exchanges, order tracking, and complaints Translate these SOPs into structured workflow logic that can be configured on Flowcall's platform Act as the primary point of contact for the client throughout the deployment lifecycle

Technical Integration & API Coordination Coordinate with clients' tech and product teams to scope, request, and validate API access — order management systems, CRMs, logistics platforms, inventory tools Understand API documentation, test endpoints, and work with Flowcall's internal engineering team to get integrations built and connected Ensure data flows correctly between client systems and Flowcall's platform so the AI bot can execute actions — not just answer questions Identify and flag integration gaps early, and work cross-functionally to resolve blockers

Platform Configuration & Bot Setup Configure SOP workflows on Flowcall's internal platform — setting up decision trees, escalation paths, response templates, and automation triggers Tune bot behaviour based on client-specific requirements — tone, language, fallback handling, edge cases Run end-to-end testing with the client's team before go-live, gather feedback, and iterate rapidly Identify repetitive configuration patterns across clients and work with the product team to standardise and automate them

Ongoing Optimisation & Client Success Monitor bot performance post-launch — automation rates, resolution quality, fallback frequency — and proactively surface improvement opportunities Conduct regular check-ins with clients and translate their feedback into configuration changes or product feature requests Build and maintain deployment playbooks, integration guides, and SOP templates that make future onboarding faster

What We're Looking For Must-Have 2–4 years of experience in a client-facing technical role — implementation, solutions engineering, technical account management, or similar Strong written and verbal communication skills — you can run a workshop with a client's ops team in the morning and a technical sync with their engineers in the afternoon Ability to read, understand, and work with REST APIs — you don't need to build them, but you need to know how they work, what to ask for, and how to test them Experience documenting and mapping business processes or SOPs — structured thinking is essential Comfortable managing multiple clients and workstreams simultaneously without dropping the ball Highly organised, proactive, and able to work independently in a fast-moving startup environment Nice-to-Have Prior experience in e-commerce, D2C, or customer service technology — familiarity with how brands handle returns, refunds, and post-purchase support Exposure to chatbot platforms, conversational AI, or customer service automation tools Basic scripting or automation skills (Python, JS, or similar) — useful for testing APIs and building lightweight internal tools Experience using tools like Postman, Notion, Jira, or similar for workflow documentation and API testing Understanding of WhatsApp Business API or other messaging platform integrations

What to Expect A role with real variety — no two clients are the same, and you'll develop deep expertise across multiple industries and operational models Direct collaboration with Flowcall's founders and engineering team — your observations from the field will directly shape the product roadmap A fast feedback loop — you'll see the impact of your work within days of deploying a new client The opportunity to build the playbook for this function from scratch — as Flowcall scales, you'll help define how deployment works and eventually grow a team around it Competitive compensation and equity in a company growing rapidly

Who Thrives Here You're someone who is equally comfortable in a structured process mapping session and a technical API review. You don't get frustrated when clients are slow to share documentation — you find a way to move forward anyway. You care about the quality of what you ship, which means you're not satisfied until the bot is live and actually working well. You think in systems: when you solve a problem for one client, your instinct is to figure out how to make that solution repeatable for the next ten.