GreyLabs AI
Website:
greylabs.ai
Company:
https://www.linkedin.com/company/greylabs-ai
Industries: Accounting, Banking, and Financial Services
Job details:
We're hiring a Director - Forward Deployed Engineering (FDE) to build and scale GreyLabs AI's customer-facing technical delivery organisation. 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 organisation at GreyLabs is responsible for translating enterprise business problems into production-grade AI deployments. This includes solutioning, integrations, workflow design, deployment architecture, production troubleshooting, optimisation, 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.
The Candidate Will Have Responsibilities Across The Following Functions
Build and Scale the FDE Organisation:
- Build GreyLabs AI's Forward Deployed Engineering function from the ground up.
- Hire, mentor, and manage FDE Leads and FDEs across regions and enterprise accounts.
- Define the org structure, career ladders, capability expectations, onboarding frameworks, and operating principles for the FDE organisation.
- Build a high-performance customer engineering culture balancing speed, technical excellence, and customer empathy.
- Create systems that allow the function to scale without becoming process-heavy or bureaucratic.
Own Enterprise AI Deployments
- Oversee strategic enterprise implementations across banking, insurance, NBFC, and fintech clients.
- Act as executive sponsor and senior technical escalation point for complex deployments.
- Ensure successful go-live and long-term adoption across enterprise customers.
- Drive accountability for deployment quality, customer outcomes, production stability, and implementation timelines.
Lead Solution Engineering And Technical Advisory
- Partner with Sales, Solutions, and Customer Success during pre-sales and deployment phases.
- Guide customers on architecture, integrations, deployment approaches, workflow design, scalability, and operational readiness.
- Participate in executive-level customer conversations involving CIOs, CTOs, Product Heads, Ops Leaders, and Digital Transformation teams.
- Influence technical and business stakeholders during large enterprise engagements.
Standardise Delivery And Professional Services
- Build repeatable deployment methodologies, implementation playbooks, governance models, and operational frameworks.
- Create reusable assets including: Integration frameworks, Deployment templates, Solution accelerators, AI workflow patterns, Internal tooling, Troubleshooting frameworks.
- Improve time-to-go-live, deployment predictability, and operational scalability across the portfolio.
Drive Product Feedback Loops
- Partner closely with Product and Engineering to convert field learnings into platform capabilities.
- Identify recurring deployment bottlenecks, integration gaps, and workflow inefficiencies.
- Influence platform roadmap based on customer deployment realities.
- Ensure the voice of enterprise customers is reflected in product evolution.
Stay Technically Credible.
- Review complex solution architectures and enterprise integrations
- Guide teams on production debugging, system reliability, APIs, authentication flows, and deployment design.
- Support high-priority escalations when required.
- Stay close enough to the technology to make sound architectural and operational decisions.
Requirements
- 10-15 years of experience in customer-facing technical organisations such as: Forward Deployed Engineering, Solutions Engineering, Professional Services, Customer Engineering, Technical Consulting, Implementation Engineering.
- 3-5+ years of experience managing technical teams and technical managers/leads.
- Proven experience building or scaling customer-facing technical functions in SaaS or enterprise technology companies.
- Strong technical understanding of: APIs, Webhooks, Authentication systems, System integrations, Cloud infrastructure, Data pipelines, Enterprise architecture.
- Strong Python proficiency and hands-on engineering understanding.
- Experience handling enterprise customers and executive stakeholders in high-stakes environments.
- Demonstrated ability to improve delivery scalability, implementation efficiency, and operational rigour.
- Strong ownership mindset with accountability toward customer outcomes and business impact.
Strong Signals
- You've built or scaled a Solutions Engineering, Professional Services, Customer Engineering, or FDE organisation.
- You've operated in fast-growing B2B SaaS environments deploying into enterprise customers.
- You've managed technical delivery in regulated industries such as BFSI.
- You've built repeatable implementation systems that reduced dependency on heroics.
- You've handled customer escalations and converted difficult situations into stronger partnerships.
- You've partnered closely with Product and Engineering to influence roadmap decisions.
- You understand the balance between customisation and platformization.
- You enjoy operating in ambiguity and building functions from scratch.
Nice To Have
- Exposure to Conversational AI, Voice AI, LLM systems, Contact Centre platforms, or workflow automation.
- Experience in BFSI technology ecosystems.
- Familiarity with enterprise deployment governance, InfoSec processes, and compliance-heavy environments.
- Experience working with large-scale AI deployments in production.
What Success Looks Like
Within 12 months, you would have:
- Built a scalable FDE organisation with strong hiring and leadership layers.
- Reduced enterprise deployment timelines significantly.
- Established standardised deployment and escalation frameworks.
- Improved customer deployment quality and production stability.
- Built strong cross-functional alignment across Sales, Product, Engineering, Delivery, and Customer Success.
- Created reusable deployment assets that improve delivery leverage across accounts.
- Made the FDE organisation a strategic differentiator for GreyLabs AI.
This job was posted by Aishwarya E Dsouza from GreyLabs AI.
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