Customer-Facing AI Tools Engineer for Care Ops

Rely Health; San Francisco (CA); Presencial; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Rely Health is seeking a Forward-Deployed Engineer to join our team focused on turning insights into real-world outcomes for patients across the US. This role blends engineering, product, and operations in a navigator-based model, partnering with patient navigators, ops, and customers to deliver measurable improvements.

You'll build internal tools, workflows, dashboards, and automated agents using low-code/AI-enabled approaches, while avoiding production backend ownership.

Responsabilidades

• Configure and evolve workflows powering navigator execution: routing, task creation, campaigns, automation, and program logic.
• Partner with Product/Ops to ensure workflow configuration reflects real operations and reduces failure modes.
• Build internal helpers/tools that make workflows easier to operate and safer to change.
• Build and maintain agent workflows that handle operational tasks end-to-end: tool use, guardrails, escalation paths, and failure handling.
• Shadow real workflows, identify friction, and ship improvements that reduce manual work and increase closure.
• Maintain reusable components/templates so we don’t rebuild one-offs for every customer.
• Build and iterate automated agents that interact with patients/customers (voice, messaging, or other channels as needed).
• Ensure behavior is operationally correct (right intent, right routing, right follow-ups) and measurable.
• Follow quality gates/playbooks for customer-facing automation (testing/evals, rollout/rollback, post-deploy verification).
• Identify where outcomes break by learning the customer’s real operations and constraints.
• Partner with Sales/AM and customer stakeholders to move customers to the next level (new workflows, higher volume, broader scope, deeper adoption) by shipping what’s needed to make it real.
• Turn early signals into concrete pilots with tight scope, measurable success criteria, and clear timelines.
• Convert repeated customer needs into scalable patterns (templates, components, playbooks) so we scale beyond one account.
• Push viable solutions into production quickly: small increments, clear ownership, and verifiable results.
• Create/upgrade the right proof for changes: simulations, structured reviews, eval sets, regression checks, audit queries, dashboards, or other validation mechanisms.
• Do the necessary research (artifacts, logs, customer workflows, tool capabilities) to choose the right approach and avoid rework.
• Write short runbooks, checklists, and "how this works" docs so we don’t relearn the same lessons.
• Pair with teammates, share patterns/pitfalls, and contribute to a culture of high-quality execution.
• As you ramp, help newer hires ramp faster through clear documentation and lightweight support.

Descripción del empleo

Rely Health is seeking a Forward-Deployed Engineer to join our team focused on turning insights into real-world outcomes for patients across the US. This role blends engineering, product, and operations in a navigator-based model, partnering with patient navigators, ops, and customers to deliver measurable improvements.

You'll build internal tools, workflows, dashboards, and automated agents using low-code/AI-enabled approaches, while avoiding production backend ownership.