Director, Forward Deployed Engineering & AI GTM Lead - New York

Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace.

Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service.

We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.

At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in

About the Role:

The Director, Forward Deployed Engineering & AI GTM Lead owns the technical execution, go-to-market effectiveness, and organizational adoption of Aircall’s AI Communication Agent.

This role leads and scales the Forward Deployed Engineering (FDE) team while remaining closely engaged in customer-facing work to ensure consistency, quality, and impact across all deployments.

Operating at the intersection of Applied AI, technical delivery, and go-to-market execution, this leader works across Sales, Account Management, Product, Engineering, Marketing, and Support to ensure AVA is successfully positioned, implemented, and scaled. The role plays a critical part in shaping how Aircall brings AI to market - translating field execution into repeatable models, and customer learnings into product and GTM evolution.

• Lead, coach, and grow the Forward Deployed Engineering team from 3 FDEs today to 7–8 by H1 ‘26, setting clear standards for technical excellence, execution rigor, and customer impact.
• Stay closely involved in active customer engagements and strategic initiatives, providing technical guidance, solution direction, and senior-level support where needed.
• Drive strong AI Agents go-to-market execution by embedding disciplined operating practices across the team, including pipeline hygiene, forecasting accuracy, and effective collaboration with Sales, AM, SE, Partners, and CEs.
• Pilot the team using data-backed operating models, defining and tracking clear input and output KPIs to assess performance, drive accountability, and accelerate AI Agent adoption (e.g., activity metrics, time-to-value, deployment quality, usage and revenue impact).
• Maintain deep technical credibility by staying close to the product and real-world use cases — comfortable coding in at least one language and highly fluent with APIs, integrations, and modern system architectures.
• Guide the design and delivery of scalable AI Agent deployments, including integrations with CRMs, help desks, and System-of-Truth platforms.
• Build and evolve playbooks, reference architectures, and deployment frameworks that enable repeatable, high-quality execution as the team scales.
• Lead cross-functional programs focused on AI Agents success, coordinating efforts across Product, Engineering, Marketing, Support, and GTM teams.
• Represent field execution and customer needs in close partnership with Product and Engineering, influencing roadmap priorities and delivery decisions.
• Drive internal enablement and upskilling across GTM teams, ensuring Aircall Voice Agent is clearly understood, well-positioned, and effectively adopted.

• 7+ years of experience in technical sales, solutions engineering, forward-deployed engineering, or professional services roles, with prior people-management experience strongly preferred.
• Strong entrepreneurial mindset, as this is a startup within a startup (even better if former founder)
• Strong technical foundation, including hands-on experience with APIs, integrations, and data-driven systems; ability to code in at least one language (e.g., Python or JavaScript).
• Demonstrated ability to lead execution in complex, cross-functional environments while staying close to the field.
• Experience working within overlay or specialist GTM models, with strong understanding of sales cycles, forecasting, and execution best practices.
• Proven ability to build scalable playbooks and operating models that move teams beyond ad hoc delivery.
• Excellent communication and stakeholder management skills, translating between technical and business audiences.
• Strong interest in AI and applied automation; prior experience in AI, conversational AI, or adjacent domains is a significant plus.
• Experience with CRMs, help desks, and System-of-Truth architectures is highly desirable.

• Agents are consistently deployed with high quality and clear business impact across customers.
• The FDE team scales effectively with shared standards, reusable frameworks, and predictable execution.
• Go-to-market execution for Agents is disciplined, data-driven, and improving quarter over quarter.
• Cross-functional teams operate with strong alignment around AI Agents' priorities, launches, and roadmap decisions.
• Field learnings continuously inform product evolution and GTM strategy, strengthening Aircall’s leadership in applied AI.

Why join us?

🚀 Key moment to join Aircall in terms of growth and opportunities

💆‍♀️ Our people matter, work-life balance is important at Aircall

📚 Fast-learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi-cultural mindset

💵 Competitive salary package & equity

🏨 Medical, dental, and vision insurance is 100% covered

📈 401k plan with company matching!

✈️ Unlimited PTO — take the time you need to come to work feeling great!

⭐️ Wellness, commuter, and childcare reimbursements

💚 Generous parental leave policy

DE&I Statement: 

At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. 

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.  

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

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