Senior Forward Deployed Engineer

Sinch; Chicago (IL); Sur place; USD 130 000 - 190 000; Plein temps

Résumé du poste

Sinch, a leading CPaaS provider, is hiring a Forward Deployed Engineer in Chicago to embed with customer teams, drive production deployments, and orchestrate complex integrations. You will work with AI-assisted delivery tools, map workflows to APIs, ensure security, performance, and operational handoff, and guide customers to operate and extend their solutions.

The role blends software engineering, architecture, and customer success, requiring strong collaboration and problem-solving in

Responsabilités

• Lead technical delivery end to end from discovery to production stabilization and handoff.
• Design the solution by mapping business workflows to Sinch APIs with customer applications, identity, data, events, AI systems and cloud services.
• Build with AI-enabled development tools for codebase discovery, implementation, refactoring, tests, troubleshooting, and documentation.
• Validate generated output for correctness, security, performance, maintainability, and customer fit.
• Integrate production-grade services, webhook handlers, adapters, data mappings, deployment automation, tests, and operational tooling into the customer's environment.
• Engineer for production: design for capacity, availability, resilience, idempotency, retries, timeouts, rate limits and safe failure modes.
• Prove quality by creating unit, integration, end-to-end, load, resilience, and failover tests; validate workflows and API behaviors.
• Make the system observable with logs, metrics, traces, dashboards and alerts; ensure cross-system correlation.
• Navigate security and compliance with customer security, privacy, legal and communications teams on authentication, data handling, and regional requirements.
• Drive adoption and handoff by training customer engineers and documenting architecture and runbooks; establish ownership.
• Use SMEs effectively during ramp-up and early engagements; stay current on product and market changes.
• Become self-sufficient for routine delivery and provide reproducible findings to drive product improvement.

Description du poste

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Google, Uber, Paypal , Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

DESCRIPTION

Sinch provides API-based messaging, voice, and email capabilities that customers integrate into applications, workflows, data platforms, contact centers, and AI systems. We are hiring a Forward Deployed Engineer to make those integrations work in the real world. You will embed with customer engineering and operations teams, use modern AI development tools to build production software rapidly, integrate it into existing technology stacks, and lead complex technical deployments to measurable outcomes. You are a production software engineer, customer solution architect, and technical delivery lead, accountable for making the customer solution work in production. During product ramp-up and early customer engagements, you will work closely with named Voice, Messaging, and Email subject-matter experts. These SMEs provide deep guidance on product capabilities, solution fit, provisioning, country requirements, configuration, best practices, limitations, and complex product-level troubleshooting. Over time, you are expected to become self-sufficient in routine delivery across the supported Sinch CPaaS scope. Ongoing SME involvement focuses on keeping FDEs current with changes in products, technologies, markets, and use cases, and on exceptional deep-domain issues. Engagements favor supported, generally available Sinch APIs and repeatable implementation patterns. The goal is to accelerate the customer into production and leave its engineering team able to operate and extend the implementation, not to create a permanent dependency on the FDE team.

WHAT YOU WILL OWN

• Help qualify the engagement. Evaluate technical readiness, feasibility, customer ownership, likely adoption, product gaps, and repeatability. Provide evidence and recommendations to the FDE lead and commercial owner, who make engagement and continued-investment decisions.
• Lead technical delivery end to end. Run discovery, map workflows and dependencies, define measurable success and sign-off criteria, create the delivery plan, and own execution from prototype through production stabilization and handoff.
• Design the solution. Translate business workflows into architectures that combine Sinch messaging, voice, or email APIs with customer applications, identity, data, events, AI systems, cloud platforms, and third-party services.
• Build with AI and remain accountable. Use coding agents and AI-enabled development tools for codebase discovery, implementation, refactoring, tests, troubleshooting, and documentation.
• Validate generated output for correctness, security, performance, maintainability, and customer fit.
• Integrate into the customer stack. Write production-grade services, webhook handlers, adapters, data mappings, deployment automation, tests, and operational tooling in the customer's preferred environment.
• Engineer for production. Design for capacity, scalability, availability, resilience, idempotency, retries, timeouts, rate limits, backpressure, secrets management, least privilege, and safe failure modes.
• Prove quality. Create unit, integration, contract, end-to-end, load, resilience, and failover tests. Validate business workflows, API and event behavior, recovery, migration, and rollback.
• Make the system observable. Instrument structured logs, metrics, traces, dashboards, alerts, and cross-system correlation using Sinch identifiers, callbacks, delivery events, product telemetry, and protocol evidence where relevant.
• Navigate security and compliance. Partner with customer security, privacy, legal, and communications teams on authentication, data handling, consent, regional requirements, channel regulations, and architecture review.
• Drive adoption and handoff. Train customer engineers, document architecture and runbooks, establish ownership, and leave the customer able to operate and extend its implementation.
• Use named SMEs deliberately. Rely heavily on assigned SMEs during ramp-up and early engagements. Bring evidence, absorb their guidance, and document what was learned.
• Become self-sufficient in routine delivery, using SMEs thereafter to stay current with product, technology, market, and use‑case changes and for exceptional deep‑domain issues.
• Turn field evidence into product improvement. Provide Product and Engineering with reproducible findings, customer impact, recommended changes, and reusable implementation patterns that improve APIs, documentation, tooling, and defaults.

THE TECHNICAL SURFACE

• AI‑assisted software delivery: coding agents and AI-enabled development environments used for discovery, implementation, refactoring, testing, debugging, review, and documentation, with human verification and engineering accountability throughout
• Enterprise integration: REST APIs, webhooks, asynchronous events, identity and access, data mapping, queues, event buses, CRMs, contact centers, data stores, legacy services, and customer-specific operating standards
• Production engineering: automated testing, CI/CD, infrastructure as code, containers or serverless, scalability, resilience, performance, secrets, logs, metrics, traces, dashboards, alerts, incident response, and operational handoff
• Voice: Voice APIs and callbacks, call flows, PSTN, SIP and WebRTC concepts, numbers, routing, recording, streaming, and common signaling, media, or network dependencies
• Messaging: SMS, MMS, RCS, WhatsApp and Conversation API patterns; senders, templates, provisioning, delivery events, opt‑in, country requirements, routing, and channel limitations
• Email: API and SMTP sending, domains and DNS authentication, templates, webhooks, deliverability, bounces, complaints, suppressions, reputation, and regional processing