Forward Deployed Engineer

Rely Health; San Francisco (CA); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care

About the role

• The Forward-Deployed Engineer (FDE) is a customer-proximate, outcomes-driven individual contributor who makes Rely’s programs work end-to-end in the real world. This role sits at the intersection of engineering, product, and operations and is "navigator-based": you work closely with navigators and ops, and collaborate directly with customers and Sales/AM to ensure we deliver outcomes.

What you'll do

This role is not static. Tools and platforms evolve month-to-month as we adopt vendors, build internal systems, and improve the stack. Success requires comfort learning new tools quickly while maintaining a high bar for quality, reliability, and delivery.

Important note: what "engineering" means here

This is not a backend production engineering role.

• You will build internal tools, scripts, workflow configurations, dashboards, and prototypes (often using AI-assisted / low-code tooling).
• You will not be asked to own production backend services

What You’ll Do

1) Build & Operate Operational Workflows (System of Work / Patient Manager)

• Configure and evolve workflows that power 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

2) Build & Operate Agent Workflows (Agent System)

• 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.

3) Build & Improve Automated Communication Agents (Voice and beyond)

• 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).

4) Customer Outcomes, Expansion, and Getting Customers to the Next Level

• 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.

5) Rapid Viability to Standardization (Process + Quality Gates)

• 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.

6) Enablement, Documentation, and Team Lift

• 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.

Operating Standards

• Changes ship through a tracked change process with traceability (PRs, reviews, versioning, release notes).
• Meaningful changes include appropriate validation, rollout/rollback thinking, and post-deploy verification.
• When a workflow has a specific playbook (e.g., calling), follow it.
• HIPAA / PHI handling: you’ll work in a healthcare environment. We expect careful handling of sensitive data, least-privilege access, audibility, and secure operational practices.

Qualifications

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions
Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.