PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
Join our AI Deployment team to play a critical role in deploying voice agents that handle tens of thousands of customer interactions every day. As a Forward Deployed AI Engineer, you'll directly influence PolyAI’s growth by rapidly implementing and optimising cutting-edge voice AI solutions tailored to our enterprise customers' needs.
You will serve as the primary technical liaison between PolyAI and our clients, collaborating closely to understand their requirements, deliver customised solutions, and ensure measurable success and customer satisfaction.
This role offers an exciting blend of technical innovation, entrepreneurial spirit, and impactful client interaction, giving you the opportunity to shape the future of AI-powered customer experiences.
Who We're Looking For:
- Passionate about AI, specifically voice-driven technologies, with a strong motivation to continuously expand your expertise.
- Strong technical background or demonstrated ability to quickly grasp complex concepts (preferred backgrounds: Engineering, Computer Science, Data Analytics, or related fields).
- Thrives at the intersection of technology and customer success, energised by creatively overcoming complex enterprise interactions and getting to the successful deployment.
- Highly autonomous, proactive, opinionated and comfortable working closely with clients to achieve ambitious goals and deliver tangible ROI.
- Skilled in navigating multiple stakeholder relationships (both internal and external), balancing stakeholder needs without losing sight of core business objectives.
Responsibilities:
- Hands on development and deployment of conversational AI systems for our clients.
- Deeply understand the product/platform, including capabilities and limitations.
- Partner closely with product teams, including presenting product roadmaps to clients.
- Creatively address platform constraints, identifying innovative solutions to deliver required features even without direct coding.
- Serve as the primary technical contact for clients, handling technical communication and resolving issues efficiently.
- Support client management and project delivery in collaboration with Product Solution Managers (PSMs) and Customer Success Managers (CSMs).
- Apply a data-driven approach to driving project’s success, proactively building required logs, graphs and dashboards and extracting actionable items from them
Qualifications:
- You work with AI productivity and/or automation tools in your daily tasks.
- 2-5 years of client-facing experience in solution implementation, technical consulting, management consulting, or a similar role.
- Strong technical foundation (education or professional background in Computer Science, Engineering, Data Analysis, etc.) and comfortable rapidly mastering new technologies.
- Proven ability to independently manage projects and passionate about solving problems, whether technical or non-technical.
- Demonstrate the ability to manage stakeholders while staying result-driven.
- Outstanding communication skills, able to clearly explain complex technical concepts to non-technical stakeholders.
- Creative, solutions-focused mindset with a talent for overcoming complex challenges.
- Experience with VoIP protocols such as SIP, RTP, and related telephony technologies (e.g., call routing, signaling, and media handling).
- You’re passionate about building AI that positively impacts everyday life.
- Experience with Python programming.
- Native-level proficiency in English.
We offer competitive compensation based on experience, expertise, and the level of responsibility. This role also includes equity, giving you the opportunity to share in the long-term success of the business. The listed expectations reflect what we're hiring for, so we encourage you to review the job description carefully.
Benefits💰 Participation in the company’s employee share options plan
🏝 25 days holiday, plus bank holidays
🏡 Flexible working from home policy
🌎 Work from outside of the UK for up to 6 months each year
🫂TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge
🧡 Enhanced parental leave
🚲 Bike2Work scheme
📚 Annual learning and development allowance
🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
👨👩👧 Company-funded fertility and family-forming programmes
🌸 Menopause care programme with Maven
🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs
At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our core values are:
Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people
We are hyper-focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.
