About the role

The Forward-Deployed Engineer II (FDE II) is a customer-proximate, outcomes-driven senior individual contributor who owns the technical direction of Rely's programs across a portfolio of accounts. This role sits at the intersection of engineering, product, and operations and is “navigator-based”: working closely with navigators and ops, and collaborating directly with customers, Sales/AM, and Product leadership to ensure we deliver outcomes at scale. Beyond building tools, scripts, workflow configurations, dashboards, and prototypes (often using AI-assisted tooling), the FDE II sets the technical standards other Forward-Deployed Engineers build against, resolves the hardest cross-account failure modes, and represents the FDE function in roadmap and strategy discussions.

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 not just comfort learning new tools quickly, but the judgment to decide which tools and patterns the rest of the team should adopt — while maintaining a high bar for quality, reliability, and delivery across every account touched.

System of Work (Patient Manager): where operational workflows, routing, tasks, and program execution live.

Agent System: where AI agents and automations are built and operated to assist/automate operational work.

Communication Layer (Voice + beyond): where customer/patient interactions (e.g., calls) are built and improved.

What you'll do

Own the architecture and standards for workflows that power navigator execution across multiple accounts: routing, task creation, campaigns, automation, and program logic.

•Partner with Product/Ops leadership to ensure workflow configuration reflects real operations, reduces failure modes, and scales beyond any single customer.

•Design and build reusable internal tooling/frameworks — not one-off helpers — that other FDEs and Ops rely on.

•Architect and maintain agent workflows that handle real operational tasks end-to-end: tool use, guardrails, escalation paths, and failure handling, across a growing portfolio of use cases.

•Lead root-cause investigations on the highest-impact or most ambiguous workflow failures, and turn findings into systemic fixes rather than one-off patches.

•Own the library of reusable components/templates across customers, and decide when a one-off should be generalized.

•Architect and iterate automated agents that interact with patients/customers (voice, messaging, or other channels as needed) across multiple concurrent programs.

•Set and enforce the quality gates/playbooks for customer-facing automation (testing/evals, rollout/rollback, and post-deploy verification) that other FDEs follow.

•Ensure behavior is operationally correct (right intent, right routing, right follow-ups) and measurable at scale, including for high-stakes or high-visibility deployments.

•Identify systemic gaps in agent quality or tooling and lead the effort to close them.

•Mentor and provide technical guidance to Forward-Deployed Engineers (FDE I) and newer team members, including code/design review.

•Set technical standards and best practices for workflow configuration, agent design, and tooling across the FDE function.

•Represent the FDE function in cross-functional planning with Product, Engineering, and Ops leadership, surfacing systemic risks and opportunities.

•Evaluate new tools, models, and platforms and make build/adopt/deprecate recommendations for the broader team.

•Performs related duties as required.

Qualifications

Minimum Required Qualifications:

•Bachelor's degree in Computer Science, Software Engineering, Data Science, or a related technical field, or equivalent demonstrated build experience (portfolio, internships, open-source contributions, or hackathons)

•3+ years of experience as a Forward-Deployed Engineer, Solutions Engineer, Implementation Engineer, or similar customer-facing technical role (or 2+ years as an FDE I at Rely Health), with a track record of owning outcomes independently

•Demonstrated experience using Claude Code (Anthropic's agentic coding tool) or comparable agentic tooling to build, debug, and ship production software, not just prototypes

•Proven ability to lead technical engagements with enterprise or high-complexity customers with minimal oversight

•Proven ability to adapt to rapidly evolving AI tools — able to evaluate, adopt, and migrate between models, agents, and platforms as the landscape changes, and to guide others through that change

•Experience mentoring, reviewing, or informally leading other engineers

•Ability to communicate complex technical topics clearly and concisely to both technical and executive audiences

•Comfort interfacing directly with customers, including senior stakeholders, in a high-touch capacity to drive adoption and surface real-world feedback

•Ability to independently scope, prioritize, and deliver across multiple concurrent customer engagements

Preferred Qualifications:

•Experience with OpenAI Codex or comparable agentic coding tools

•Familiarity with HIPAA, PHI, or other healthcare data privacy considerations; experience in patient care operations

•Experience with no-code or low-code platforms

•Experience owning a technical roadmap area or driving a company-wide tooling/standards initiative

•Experience authoring internal playbooks, case studies, or technical documentation used by other teams

•Prior experience at an early-stage or fast-scaling startup

Competencies (Knowledge/Skills/Abilities)

•Ability to build relationships across the company to effectively design products, and to influence roadmap decisions

•Strong analytical skills to evaluate model performance and improve prompt effectiveness across multiple use cases

•Informed judgment about AI model strengths, failure modes, and emerging tools — with the authority to decide when the team should adopt, defer, or replace them

•Owns outcomes for workflows across an entire portfolio: triage → RCA → fix → verification → systemic prevention

•Default to action: investigate locally using artifacts/logs; don't push root-cause work back onto customers or onto other FDEs

•Excellent problem-solving skills and a detail-oriented approach to design, at both the individual-workflow and system level

•Strong communication and teamwork skills, with the ability to collaborate effectively with cross-functional teams and lead through influence

•Ability to scope project timelines and meet appropriate deadlines across multiple concurrent workstreams

•Creativity and an open mindset to drive experimentation and internal R&D, including initiatives that span beyond a single account

•Proven ability to translate complex technical concepts into clear, actionable insights for non-technical stakeholders and executives

•Comfortable operating with significant autonomy and ambiguity, and helping others do the same

Licensure/Certification

None

Physical/Mental Job Requirements

Tools and platforms will change frequently. Forward-Deployed Engineers II are expected to:

•learn new tools quickly and evaluate them for team-wide adoption,

•lead workflow migrations across multiple accounts when needed,

•and drive adoption of better internal/external tooling when it improves outcomes.

See attached Physical/Functional Job Requirements

Working/Environmental Conditions

•Business hours: start triage quickly for high-impact issues, and set the standard for triage response across the team.

•Off-hours expectations apply only during scheduled on-call rotations or active go-lives, not as a constant requirement.

Benefits

401(k)
Dental insurance
Health insurance
Vision insurance
LT/ST Disability and Life Insurance
Technology reimbursement
Paid time off (Vacation, Sick, Holiday)
Paid Parental leave
Professional development
Technology Reimbursement

Rely Health AI Jobs

Latest AI Jobs at Rely Health

Forward Deployed Engineer II