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.

Key Responsibilities:

• 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.

Qualifications:

• 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