Director - Forward Deployed Engineering

Director - Forward Deployed EngineeringJob type: Full Time · Department: Engineering · Work type: On-SiteMumbai, Maharashtra, India; Bengaluru, Karnataka, India Job detailsApplication formAbout GreyLabs AIGreyLabs AI is building the voice operating system for India’s BFSI ecosystem. Our Agentic Voice AI platform helps banks, insurers, NBFCs, and fintechs automate and humanize millions of customer conversations across sales, collections, customer service, and compliance in multiple Indian languages.In under two years, we’ve scaled to 75+ BFSI enterprise clients including RBL Bank, AU Small Finance Bank, IDFC FIRST Bank, SBI Life Insurance, ICICI Prudential Life Insurance, and Motilal Oswal Financial Services processing hundreds of millions of conversations.

We recently raised ₹85 Crores in Series A funding led by Elevation Capital and Z47.The RoleWe’re hiring a Director – Forward Deployed Engineering (FDE) to build and scale GreyLabs AI’s customer-facing technical delivery organization.This is not a traditional implementation leadership role. This role sits at the intersection of Professional Services, Solutions Engineering, Customer Engineering, Product, and Delivery Operations.You will own the end-to-end FDE function defining how enterprise AI deployments are executed, building and leading teams of FDEs and FDE Leads, creating scalable delivery systems, and acting as the senior technical escalation point for our most strategic customers.The FDE organization at GreyLabs is responsible for translating enterprise business problems into production-grade AI deployments.

This includes solutioning, integrations, workflow design, deployment architecture, production troubleshooting, optimization, and customer advisory across banking, insurance, and fintech environments.You will work directly with CXOs, business leaders, engineering teams, operations heads, and product stakeholders at India’s largest BFSI institutions while simultaneously building the internal systems, talent, and operating model that allows the function to scale predictably.One week you may be helping close a strategic enterprise deployment involving multi-system integrations and complex compliance workflows.

The next, you may be redesigning the deployment lifecycle, reviewing escalations across accounts, coaching FDE Leads, or partnering with Product and Engineering to convert recurring implementation pain points into platform capabilities.This role demands:Strong technical depthCustomer-facing leadershipOrganizational building capabilityCommercial judgmentDelivery rigorProduct intuitionHigh ownershipIf you enjoy building high-performance technical organizations that operate close to customers and directly influence product evolution, this role was built for you.What You’ll DoBuild & Scale the FDE OrganizationBuild GreyLabs AI’s Forward Deployed Engineering function from the ground upHire, mentor, and manage FDE Leads and FDEs across regions and enterprise accountsDefine the org structure, career ladders, capability expectations, onboarding frameworks, and operating principles for the FDE organizationBuild a high-performance customer engineering culture balancing speed, technical excellence, and customer empathyCreate systems that allow the function to scale without becoming process-heavy or bureaucraticOwn Enterprise AI DeploymentsOversee strategic enterprise implementations across banking, insurance, NBFC, and fintech clientsAct as executive sponsor and senior technical escalation point for complex deploymentsEnsure successful go-live and long-term adoption across enterprise customersDrive accountability for deployment quality, customer outcomes, production stability, and implementation timelinesLead Solution Engineering & Technical AdvisoryPartner with Sales, Solutions, and Customer Success during pre-sales and deployment phasesGuide customers on architecture, integrations, deployment approaches, workflow design, scalability, and operational readinessParticipate in executive-level customer conversations involving CIOs, CTOs, Product Heads, Ops Leaders, and Digital Transformation teamsInfluence technical and business stakeholders during large enterprise engagementsStandardize Delivery & Professional ServicesBuild repeatable deployment methodologies, implementation playbooks, governance models, and operational frameworksCreate reusable assets including:Integration frameworksDeployment templatesSolution acceleratorsAI workflow patternsInternal toolingTroubleshooting frameworksImprove time-to-go-live, deployment predictability, and operational scalability across the portfolioDrive Product Feedback LoopsPartner closely with Product and Engineering to convert field learnings into platform capabilitiesIdentify recurring deployment bottlenecks, integration gaps, and workflow inefficienciesInfluence platform roadmap based on customer deployment realitiesEnsure the voice of enterprise customers is reflected in product evolutionStay Technically CredibleReview complex solution architectures and enterprise integrationsGuide teams on production debugging, system reliability, APIs, authentication flows, and deployment designSupport high-priority escalations when requiredStay close enough to the technology to make sound architectural and operational decisionsWhat We’re Looking ForMust-Haves10-15 years of experience in customer-facing technical organizations such as:Forward Deployed EngineeringSolutions EngineeringProfessional ServicesCustomer EngineeringTechnical ConsultingImplementation Engineering3-5+ years of experience managing technical teams and technical managers/leadsProven experience building or scaling customer-facing technical functions in SaaS or enterprise technology companiesStrong technical understanding of:APIsWebhooksAuthentication systemsSystem integrationsCloud infrastructureData pipelinesEnterprise architectureStrong Python proficiency and hands-on engineering understandingExperience handling enterprise customers and executive stakeholders in high-stakes environmentsDemonstrated ability to improve delivery scalability, implementation efficiency, and operational rigorStrong ownership mindset with accountability toward customer outcomes and business impactStrong SignalsYou’ve built or scaled a Solutions Engineering, Professional Services, Customer Engineering, or FDE organizationYou’ve operated in fast-growing B2B SaaS environments deploying into enterprise customersYou’ve managed technical delivery in regulated industries such as BFSIYou’ve built repeatable implementation systems that reduced dependency on heroicsYou’ve handled customer escalations and converted difficult situations into stronger partnershipsYou’ve partnered closely with Product and Engineering to influence roadmap decisionsYou understand the balance between customization and platformizationYou enjoy operating in ambiguity and building functions from scratchNice to HaveExposure to Conversational AI, Voice AI, LLM systems, Contact Center platforms, or workflow automationExperience in BFSI technology ecosystemsFamiliarity with enterprise deployment governance, InfoSec processes, and compliance-heavy environmentsExperience working with large-scale AI deployments in productionWhat Success Looks LikeWithin 12 months, you would have:Built a scalable FDE organization with strong hiring and leadership layersReduced enterprise deployment timelines significantlyEstablished standardized deployment and escalation frameworksImproved customer deployment quality and production stabilityBuilt strong cross-functional alignment across Sales, Product, Engineering, Delivery, and Customer SuccessCreated reusable deployment assets that improve delivery leverage across accountsMade the FDE organization a strategic differentiator for GreyLabs AIWhy Join GreyLabs AIBuild a Category-Defining FunctionYou won’t inherit a mature Professional Services organization you’ll architect and scale it.

The systems, culture, and leadership model you build will define how GreyLabs deploys AI across enterprise India.Operate at the Frontier of Enterprise AIYou’ll work on production AI systems handling millions of real-world customer conversations across India’s largest BFSI institutions.Massive Leadership Surface AreaThis role combines:Technical leadershipOrg buildingCustomer strategyProduct influenceEnterprise deliveryOperational scaleVery few roles offer this breadth.Strong Business MomentumGreyLabs AI already has:Significant enterprise tractionProven product-market fitStrong investor backingExperienced foundersLarge-scale production deploymentsThe challenge now is scaling enterprise delivery with consistency and excellence and this role sits at the center of that journey.We’re committed to creating a fair, respectful, and inclusive workplace.

From hiring to growth opportunities, our decisions are based on merit, skills, and potential, never on gender, identity, background, or any other personal characteristic. Talent has no labels here, and everyone is welcome to grow and thrive with us.Apply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload fileLoading...