Forward Deployed Engineer (FDE)

About Kapture CX

Kapture CX is an enterprise-grade, AI-powered Customer Experience Automation platform that helps businesses transform customer interactions across voice, chat, email, and other digital channels.

Our platform powers customer experience for leading brands such as BigBasket, Star Health Insurance, Allianz, Airtel, Lenskart, and several others.

About the Team

We build AI-powered chatbot and voice bot experiences for enterprise clients on top of Kapture's platform builder.

Our voice bots operate on real-time telephony with STT → LLM → TTS pipelines , orchestrated over WebSockets, while our chatbots run as embeddable widgets with configurable conversation flows.

The team works closely with clients to translate their requirements into working conversational AI solutions - from configuration and integration to go-live and continuous optimization.

Role Overview

As a Forward Deployed Engineer , you will be responsible for building and deploying chatbot and voice bot solutions for enterprise clients using Kapture's platform builder.

You will work closely with clients and internal teams to understand requirements, design conversation flows, configure AI and integrations, troubleshoot live deployments, and continuously improve bot performance using real-world conversation data.

This is a hands-on engineering and builder role , where you will own a client's bot from requirement gathering → build → integration → deployment → optimization .

This role is ideal for someone early in their career who is excited about Conversational AI, LLMs, automation and building real-world AI products .

Key Responsibilities

Voice Bot Development

• Design and configure voice call flows including intents, prompts, escalation logic, fallback handling and conversation journeys.
• Configure and optimize STT, LLM and TTS pipelines based on client requirements.
• Write and continuously tune LLM prompts for bot persona, conversation rules and edge cases.
• Handle scenarios such as interruptions, repetitions, cancellations, fallbacks and escalation to human agents.
• Analyze call recordings and transcripts to identify issues and improve bot performance.

Chatbot Development

• Design and configure chatbot conversation flows, intents, business logic and fallback paths.
• Configure and deploy embeddable chat widgets on client websites.
• Work with iframe embedding, styling and basic security configurations such as CSP.
• Analyze conversation logs to improve flow accuracy, user experience and reduce drop-offs.

Client & Solution Ownership

• Translate client requirements into functional chatbot and voice bot solutions on the Kapture platform.
• Work directly with clients or client-facing teams to understand business requirements and technical needs.
• Debug and resolve issues across bot flows, prompts, configurations and integrations.
• Collaborate with platform and engineering teams when issues require product or platform-level changes.
• Own assigned bot deployments from requirement gathering through go-live and post-production optimization.
• Maintain clear documentation covering solution design, configurations, integrations and deployment details.

What We're Looking For

• 0-2 years of experience in software engineering, technology, automation or a related technical/builder role.
• Strong fundamentals in at least one programming language .
• Comfortable working with JSON and configuration-driven systems .
• Basic understanding of REST APIs and API integrations .
• Genuine interest in Conversational AI, LLMs, chatbots or voice bots .
• Understanding or hands-on exposure to prompt engineering, conversation design or LLM-based applications is a plus.
• Strong problem-solving and debugging skills.
• Excellent written and verbal communication skills.
• Comfortable interacting with clients and translating business requirements into technical solutions.
• Ability to independently own a deliverable from requirement → build → deployment → iteration .

Good to Have

• Experience with no-code/low-code platforms, chatbot builders, IVR or voice platforms.
• Exposure to LLM APIs or prompt engineering.
• Familiarity with WebSockets, telephony systems, real-time audio or STT/TTS technologies .
• Experience with client-facing projects or requirement gathering.
• Personal, academic or internship projects involving AI/ML, chatbots, voicebots or automation.

What Success Looks Like

• Independently take a client's requirements and build a functional chatbot or voice bot end-to-end.
• Configure conversation flows, prompts, integrations and relevant AI pipeline components with minimal supervision.
• Diagnose and resolve live bot issues across flows, prompts and configurations.
• Use conversation logs, transcripts and call data to continuously improve bot performance.
• Effectively collaborate with clients, account teams and engineering teams.
• Become a trusted owner for assigned bot deployments from kickoff to go-live and beyond .

Why This Role?

This is an opportunity to work on real-world Conversational AI products at enterprise scale from very early in your career.

You will get hands-on exposure to LLMs, prompt engineering, voice AI, chatbots, APIs, real-time systems, client deployments and AI product building - while directly seeing your work go live with enterprise customers.

This is not a QA or back-office support role. You will be building, deploying, debugging and owning production AI experiences.