Senior Forward Deployed Engineer, Managed Services

Outreach, established in 2014, is a leading agentic AI platform designed to empower revenue teams by automating workflows and enhancing strategic conversations. The platform integrates agentic AI, conversation intelligence, and assistive AI to support a wide range of revenue functions, from prospecting and deal acceleration to retention and forecasting. Trusted by major enterprises such as Databricks, SAP, Siemens, and Verizon, Outreach delivers connected account visibility, performance insights, and improved forecasting accuracy across go-to-market teams.

You will join the India-based Managed Services team within Professional Services, working as a trusted advisor to customers after implementation. Your role focuses on expanding AI Agent capabilities beyond initial setups, increasing product consumption, and driving adoption across a portfolio of complex accounts. You will collaborate closely with Customer Success and Account Executives, providing technical expertise, solution design, and project management to influence customer outcomes. This position requires maintaining technical fluency in Outreach’s evolving AI features and managing results against Managed Services KPIs. The role is remote, based in Hyderabad, with US-based working hours and occasional local in-person events.

Key Responsibilities:
- Build, configure, and optimize AI Agents (Revenue, Deal, Research, Conversation, Forecasting) to expand automation and increase Amplify credit consumption.
- Design and manage context-aware prompts tailored to each customer’s AI Agent use cases.
- Serve as the subject matter expert on Outreach’s AI Agents, embedding them into customer workflows and sales processes.
- Develop and refine agent playbooks, prompt libraries, and implementation frameworks to ensure consistent practice growth.
- Manage ongoing configuration for onboarded customers by identifying gaps, designing solutions, and troubleshooting in real time.
- Train client administrators on platform usage, best practices, and new functionalities.
- Act as the primary point of contact and trusted advisor for Outreach Admins, proactively surfacing value and risks.
- Collaborate with GTM Account Teams on expansion, renewal, and delivery, sharing client health insights.
- Resolve escalations and at-risk accounts promptly, reporting trends to the Practice Manager to prevent recurrence.
- Stay updated on developments in Generative AI and large language models relevant to Outreach’s AI Agents.
- Track KPIs, adapt strategies to meet targets, and mentor fellow consultants.
- Establish best practices for agent configuration and prompt design across the team.
- Serve as a technical escalation resource and partner with Product teams to address gaps identified by strategic customers.

Required Qualifications:
- 6-8+ years in a technical, customer-facing role within mid-to-large organizations, preferably in SaaS.
- Strong technical and AI fluency with Outreach or similar SaaS platforms, including hands-on configuration of AI features.
- Experience with prompt engineering, LLM-based tools, and applying generative or agentic AI in sales workflows.
- Proven ability to drive AI and technology adoption, turning capabilities into business solutions.
- Demonstrated success meeting utilization, consumption, or renewal-related KPIs.
- Skilled at building trust and managing client relationships remotely.
- Ability to handle tight deadlines and multiple projects simultaneously.
- Self-motivated, comfortable with ambiguity, and quick to learn complex concepts.
- Excellent written and verbal communication skills.
- Experience managing high-complexity or strategic accounts.
- Background in mentoring or informal leadership in customer-facing technical roles.
- Alignment with core values: Trusted Advisor, Win as One Team, and Take Ownership.

Preferred Qualifications and Benefits:
- Experience in sales strategy, renewals, or account expansion.
- Knowledge of sales processes such as lead generation, pipeline management, and KPIs.
- Familiarity with software delivery lifecycle or application implementation.
- Ability to coach others on sales process best practices.
- Skilled at understanding customer business strategies and solutions.
- Experience delivering Managed Services in a software environment.
- Contribution to team-wide playbooks, frameworks, or enablement content.

Benefits include:
Highly competitive salary, 25 days annual vacation plus sick and casual leave, group medical coverage for employees and eligible family members, OPD benefits, life and personal accident insurance, generous parental leave, RSU participation, and active diversity and inclusion programs. Outreach fosters a supportive environment with employee resource groups and encourages employee referrals and team outings.

Outreach is an equal opportunity employer committed to building diverse teams and welcomes applicants from all backgrounds. The company uses AI tools to support the hiring process but ensures final decisions are made by humans. Applicants are encouraged to apply even if they do not meet every listed requirement.