Forward Deployed Engineer

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