Senior Forward Deployment Engineer

commbox · israel

Description About CommBox CommBox is an AI-powered omnichannel customer engagement platform serving 250+ enterprise customers across banking, telecom, healthcare, utilities, insurance, retail, and other large-scale service organizations. Our platform powers real customer interactions across voice, WhatsApp, chat, email, and additional digital channels. CommBox AI Agents, Voice AI, automation flows, and knowledge-based assistants already handle millions of production conversations for enterprise brands. As AI adoption accelerates, we are expanding our Forward Deployed Engineering function — the team responsible for turning enterprise AI potential into real, working AI agents in production. The Role We are looking for a Senior Forward Deployed Engineer to lead the implementation of AI agents for enterprise customers. This role is ideal for someone who deeply understands how AI agents work, knows how to design agent behavior, connect agents to knowledge and tools, and translate complex customer needs into reliable production implementations. At CommBox, FDEs sit between Product, Engineering, Customer Success, and the customer’s business and technical teams. You will work directly with enterprise customers to understand their service operations, identify automation opportunities, and implement AI agents that can answer questions, perform actions, integrate with enterprise systems, and deliver measurable business outcomes. This is not a classic backend engineering role and not a traditional professional services role. It is a hands-on AI implementation role for someone who can own the full journey from discovery to production: agent design, knowledge architecture, RAG setup, tool/MCP integration, testing, evaluation, optimization, and rollout. What You’ll Do Lead end-to-end implementation of AI agents for enterprise customers.from first workshop with customer executives to a production AI agent measured on deflection, containment, CSAT, and latency. Understand customer business processes, service journeys, support scenarios, and operational pain points. Design AI agent behavior, including persona, instructions, workflows, tools, guardrails, fallback logic, and human handoff points. Build and optimize RAG-based knowledge experiences using customer documents, websites, knowledge bases, FAQs, and internal content. Implement agent integrations with customer systems using APIs, MCPs, webhooks, enterprise connectors, and CommBox platform capabilities. Configure and deploy AI agents across channels such as WhatsApp, web chat, email, and voice. Work with customers on real production use cases such as customer service automation, billing inquiries, appointment scheduling, troubleshooting, claims, order status, and internal service workflows. Define evaluation methods for AI agent quality, including test sets, expected answers, containment, deflection, hallucination checks, latency, and CSAT impact. Continuously improve agent performance based on real conversation data. Partner closely with Product and Engineering to turn field learnings into reusable platform capabilities. Serve as the technical and AI implementation expert in customer workshops, architecture discussions, and executive reviews. Help build CommBox’s AI agent implementation methodology, templates, best practices, and playbooks. Requirements What We’re Looking For Proven hands-on experience building or implementing AI agents on any platform. Strong understanding of LLM-based systems, agentic workflows, prompt design, tool usage, guardrails, and AI failure modes. Experience working with RAG, including knowledge ingestion, chunking strategies, retrieval quality, grounding, evaluation, and optimization. Experience working with MCPs, tools, APIs, or similar mechanisms that allow AI agents to perform actions and interact with external systems. Ability to translate business requirements into AI agent behavior and production-ready implementation. Experience working with enterprise customers, including technical discovery, solution design, implementation, rollout, and stakeholder management. Strong customer-facing communication skills — able to speak with both business executives and technical teams. Ability to work under ambiguity, take ownership, and drive open-ended problems to working production solutions. Computer Science degree or equivalent technical academic background. Fluent Hebrew and professional English. Strong Advantages Software development experience in TypeScript, Node.js, Python, C#, or similar languages. Backend development experience, especially APIs, webhooks, data flows, integrations, authentication, and event-driven systems. Experience with enterprise systems such as Salesforce, SAP, Priority, ServiceNow, Zendesk, Genesys, NICE, Amazon Connect, or banking/telco/healthcare core systems. Experience with voice AI, contact center automation, SIP, WebRTC, Amazon Connect, or CCaaS platforms. Experience with observability, analytics, monitoring, das

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