Senior Forward Deployed Engineer

Job Description

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

DESCRIPTION

Sinch provides API-based messaging, voice, and email capabilities that customers integrate into applications, workflows, data platforms, contact centers, and AI systems.

We are hiring a Forward Deployed Engineer to make those integrations work in the real world. You will embed with customer engineering and operations teams, use modern AI development tools to build production software rapidly, integrate it into existing technology stacks, and lead complex technical deployments to measurable outcomes. You are a production software engineer, customer solution architect, and technical delivery lead, accountable for making the customer solution work in production.

During product ramp-up and early customer engagements, you will work closely with named Voice, Messaging, and Email subject-matter experts. These SMEs provide deep guidance on product capabilities, solution fit, provisioning, country requirements, configuration, best practices, limitations, and complex product-level troubleshooting. Over time, you are expected to become self-sufficient in routine delivery across the supported Sinch CPaaS scope. Ongoing SME involvement focuses on keeping FDEs current with changes in products, technologies, markets, and use cases, and on exceptional deep-domain issues.

Engagements favor supported, generally available Sinch APIs and repeatable implementation patterns. The goal is to accelerate the customer into production and leave its engineering team able to operate and extend the implementation, not to create a permanent dependency on the FDE team.

WHAT YOU WILL OWN

• Help qualify the engagement. Evaluate technical readiness, feasibility, customer ownership, likely adoption, product gaps, and repeatability. Provide evidence and recommendations to the FDE lead and commercial owner, who make engagement and continued-investment decisions.

• Lead technical delivery end to end. Run discovery, map workflows and dependencies, define measurable success and sign-off criteria, create the delivery plan, and own execution from prototype through production stabilization and handoff.

• Design the solution. Translate business workflows into architectures that combine Sinch messaging, voice, or email APIs with customer applications, identity, data, events, AI systems, cloud platforms, and third-party services.

• Build with AI and remain accountable. Use coding agents and AI-enabled development tools for codebase discovery, implementation, refactoring, tests, troubleshooting, and documentation. Validate generated output for correctness, security, performance, maintainability, and customer fit.

• Integrate into the customer stack. Write production-grade services, webhook handlers, adapters, data mappings, deployment automation, tests, and operational tooling in the customer's preferred environment.

• Engineer for production. Design for capacity, scalability, availability, resilience, idempotency, retries, timeouts, rate limits, backpressure, secrets management, least privilege, and safe failure modes.

• Prove quality. Create unit, integration, contract, end-to-end, load, resilience, and failover tests. Validate business workflows, API and event behavior, recovery, migration, and rollback.

• Make the system observable. Instrument structured logs, metrics, traces, dashboards, alerts, and cross-system correlation using Sinch identifiers, callbacks, delivery events, product telemetry, and protocol evidence where relevant.

• Navigate security and compliance. Partner with customer security, privacy, legal, and communications teams on authentication, data handling, consent, regional requirements, channel regulations, and architecture review.

• Drive adoption and handoff. Train customer engineers, document architecture and runbooks, establish ownership, and leave the customer able to operate and extend its implementation.

• Use named SMEs deliberately. Rely heavily on assigned SMEs during ramp-up and early engagements. Bring evidence, absorb their guidance, and document what was learned. Become self-sufficient in routine delivery, using SMEs thereafter to stay current with product, technology, market, and use-case changes and for exceptional deep-domain issues.

• Turn field evidence into product improvement. Provide Product and Engineering with reproducible findings, customer impact, recommended changes, and reusable implementation patterns that improve APIs, documentation, tooling, and defaults.

THE TECHNICAL SURFACE

Your primary depth should be in production software delivery, enterprise integration, and operations. You are not expected to arrive as a deep expert in Voice, Messaging, and Email. You must bring meaningful exposure to at least one communications domain, learn adjacent products rapidly with named SME support during ramp-up, become self-sufficient in routine delivery, and know when material changes or unusual complexity require specialist input.

• AI-assisted software delivery: coding agents and AI-enabled development environments used for discovery, implementation, refactoring, testing, debugging, review, and documentation, with human verification and engineering accountability throughout

• Enterprise integration: REST APIs, webhooks, asynchronous events, identity and access, data mapping, queues, event buses, CRMs, contact centers, data stores, legacy services, and customer-specific operating standards

• Production engineering: automated testing, CI/CD, infrastructure as code, containers or serverless, scalability, resilience, performance, secrets, logs, metrics, traces, dashboards, alerts, incident response, and operational handoff

• Voice: Voice APIs and callbacks, call flows, PSTN, SIP and WebRTC concepts, numbers, routing, recording, streaming, and common signaling, media, or network dependencies

• Messaging: SMS, MMS, RCS, WhatsApp and Conversation API patterns; senders, templates, provisioning, delivery events, opt-in, country requirements, routing, and channel limitations

• Email: API and SMTP sending, domains and DNS authentication, templates, webhooks, deliverability, bounces, complaints, suppressions, reputation, and regional processing

• Customer deployment platforms: AWS, Azure, Google Cloud Platform, Kubernetes, containers, serverless, or on-premises environments, including regional placement, data residency, secrets, CI/CD, and infrastructure as code

REQUIREMENTS

• Typically 7+ years of professional experience across software engineering, enterprise integration, solution delivery, or technical consulting, including substantial direct work with enterprise customers. Equivalent depth matters more than a specific degree or title.

• A record of personally architecting, building, deploying, operating, and supporting API-driven production systems, not only presenting demos or handing designs to another team.

• Strong production software skills in at least one relevant stack such as TypeScript/Node.js, Python, Java, or C#/.NET, with sound API, event-driven, authentication, security, testing, code-review, and maintainability practices.

• Demonstrated ability to use coding agents or other AI development tools to accelerate working software, tests, troubleshooting, and documentation while independently validating the results.

• Experience integrating new software into existing enterprise technology stacks, including APIs, webhooks, data stores, identity systems, cloud services, events, and operational processes.

• Strong command of testing, scalability, and observability, including automated test strategy, capacity and failure-mode design, structured logs, metrics, traces, dashboards, alerting, and cross-system correlation.

• Experience deploying services on at least one major cloud platform using modern delivery practices such as Git, CI/CD, infrastructure as code, containers or serverless, secrets management, and regional design.

• Meaningful exposure to at least one communications domain such as programmable voice, messaging, or email. Experience across multiple domains is valuable but is not required.

• Ability to learn adjacent CPaaS products rapidly with heavy initial support from named SMEs, then apply that guidance independently in normal delivery work.

• Clear written and verbal communication across engineers, product specialists, security reviewers, business owners, and executives, including the ability to teach and create shared clarity under pressure.

• Delivery judgment under ambiguity: scope an MVP, make tradeoffs, surface risks early, protect the critical path, and remain calm during planned cutovers and production stabilization.

• Willingness to travel approximately 10-15% and support planned customer workshops and cutovers. This is not a standing customer-support or on-call assignment.

Preferred

• Hands-on production experience with a CPaaS provider or comparable communications API platform.

• Depth in one or more of programmable Voice, SMS, RCS, WhatsApp, Email, Numbers, Verification, SIP trunking, or related communications technologies.

• Experience with AI-native companies, conversational AI, agentic systems, speech technologies, or real-time AI integrations.

• Deep Voice and SIP troubleshooting, messaging-channel provisioning, or email-deliverability expertise.

• Experience connecting communications APIs with CRMs, contact centers, data platforms, decision engines, or AI systems.

• Experience creating reusable implementation assets, mentoring engineers, or influencing a product roadmap from field evidence.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.