5-7 years of experience in engineering, product, or operations roles
Proficiency in building internal tools and workflows
Experience with AI-assisted or low-code platforms
Strong problem-solving skills with a focus on customer outcomes
Ability to work collaboratively with cross-functional teams
Familiarity with healthcare environments and HIPAA compliance
Responsibilities
Build and operate operational workflows to enhance navigator execution
Develop agent workflows for end-to-end operational tasks
Create and improve automated communication agents for customer interaction
Identify and address customer outcome challenges through collaboration
Rapidly implement viable solutions with clear validation processes
Document processes and enable team members for efficient knowledge transfer
Benefits
401(k)
Dental insurance
Health insurance
Vision insurance
Long-term/Short-term Disability and Life Insurance
Technology reimbursement
Paid time off (Vacation, Sick, Holiday)
Paid Parental leave
Professional development opportunities
Full Job Description
About the role
The Forward-Deployed Engineer (FDE) is a customer-proximate, outcomes-driven individual contributor who makes Rely's programs work end-to-end in the real world. This role sits at the intersection of engineering, product, and operations and is "navigator-based": you work closely with navigators and ops, and collaborate directly with customers and Sales/AM to ensure we deliver outcomes.
What you'll do
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 comfort learning new tools quickly while maintaining a high bar for quality, reliability, and delivery.
Important note: what "engineering" means here
This is not a backend production engineering role.
You will build internal tools, scripts, workflow configurations, dashboards, and prototypes (often using AI-assisted / low-code tooling).
You will not be asked to own production backend services
What You'll Do
1) Build & Operate Operational Workflows (System of Work / Patient Manager)
Configure and evolve workflows that power navigator execution: routing, task creation, campaigns, automation, and program logic.
Partner with Product/Ops to ensure workflow configuration reflects real operations and reduces failure modes.
Build internal helpers/tools that make workflows easier to operate and safer to change
2) Build & Operate Agent Workflows (Agent System)
Build and maintain agent workflows that handle operational tasks end-to-end: tool use, guardrails, escalation paths, and failure handling.
Shadow real workflows, identify friction, and ship improvements that reduce manual work and increase closure.
Maintain reusable components/templates so we don't rebuild one-offs for every customer.
3) Build & Improve Automated Communication Agents (Voice and beyond)
Build and iterate automated agents that interact with patients/customers (voice, messaging, or other channels as needed).
Ensure behavior is operationally correct (right intent, right routing, right follow-ups) and measurable.
Follow quality gates/playbooks for customer-facing automation (testing/evals, rollout/rollback, post-deploy verification).
4) Customer Outcomes, Expansion, and Getting Customers to the Next Level
Identify where outcomes break by learning the customer's real operations and constraints.
Partner with Sales/AM and customer stakeholders to move customers to the next level (new workflows, higher volume, broader scope, deeper adoption) by shipping what's needed to make it real.
Turn early signals into concrete pilots with tight scope, measurable success criteria, and clear timelines.
Convert repeated customer needs into scalable patterns (templates, components, playbooks) so we scale beyond one account.
Push viable solutions into production quickly: small increments, clear ownership, and verifiable results.
Create/upgrade the right proof for changes: simulations, structured reviews, eval sets, regression checks, audit queries, dashboards, or other validation mechanisms.
Do the necessary research (artifacts, logs, customer workflows, tool capabilities) to choose the right approach and avoid rework.
6) Enablement, Documentation, and Team Lift
Write short runbooks, checklists, and "how this works" docs so we don't relearn the same lessons.
Pair with teammates, share patterns/pitfalls, and contribute to a culture of high-quality execution.
As you ramp, help newer hires ramp faster through clear documentation and lightweight support.
Operating Standards
You own outcomes for workflows you touch: triage 14 RCA 14 fix 14 verification.
Changes ship through a tracked change process with traceability (PRs, reviews, versioning, release notes).
Meaningful changes include appropriate validation, rollout/rollback thinking, and post-deploy verification.
When a workflow has a specific playbook (e.g., calling), follow it.
HIPAA / PHI handling: you'll work in a healthcare environment. We expect careful handling of sensitive data, least-privilege access, audibility, and secure operational practices.
Qualifications
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.
Working Conditions Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.
