• Forward Deployed Engineer – Customer Care & Process Automation

Forward Deployed Engineer – Customer Care & Process Automation

Spargle vacancies from the network


Role details

  • Start: September
  • Hours: 32–40 hours per week
  • Duration: 1 year
  • Employment type: Permanent or freelance
  • Rate: Max. €107.50/hour (excl. VAT)
  • Location: Amsterdam

Forward Deployed Engineer, embedded in the customer care team of a dynamic, fast-growing company operating across multiple European locations. You'll work alongside a domain ambassador and report to the theme leader. The pod's mandate covers personalised customer resolution, automating transactional workflows, and freeing the team for relational conversations on larger group and M&E bookings.

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Why is this role interesting?

Customer care at a large, multi-site organisation has real complexity. Multi-language, multi-property, multi-channel, with a diverse service offering and a tight SLA loop on quality. The work is process-engineering more than ML modelling, which means shorter feedback cycles between idea and shipped impact. You’ll see your code change how 100+ staff operate within weeks of shipping, not quarters.

What will you do?

  • Embed in the customer care and M&E operations team, map their existing process landscape (Service Cloud, Event Temple, custom tooling), and identify automation opportunities that compound.
  • Design and ship agentic workflows — voice agents, automated quoting flows, customer-contact triage, group-booking assistance. The work is process-engineering with AI as the engine.
  • Scope work end-to-end with the ambassador, push back when scope drifts, ship production code, codify patterns.
  • Work closely with the platform engineer in the hub to use shared agentic runtime, eval framework, and observability rather than building bespoke.

Must have skills

  • 5+ years engineering experience with production code in Python.
  • Hands-on experience building agentic systems in production: multi-step LLM workflows, tool-use, retrieval-augmented generation, evaluation harnesses. Not just demos, not just chatbots.
  • Shipped at least one production AI system used by non-technical operators (call centre agents, support staff, sales) and can describe how adoption actually went.
  • Strong system-design sense.
  • Strong written communication.
  • Familiarity with conversational AI stacks (ElevenLabs).
  • Process-redesign instincts: comfort taking a manual workflow apart and rebuilding it with AI in the loop, not just adding AI to step 3 of a broken process.
  • CRM / contact-centre tooling exposure (Service Cloud, Zendesk, Intercom, or equivalent).

Nice to have

  • Hospitality, travel, or contact-centre domain background.
  • Multilingual product experience (the client operates across European languages).

Are you interested in this role?

Spargle specializes in connecting digital and commercial professionals with organizations that make an impact. Through Spargle, you’ll gain access to exclusive opportunities at leading brands across the media, retail, and e-commerce industries.

Does this role sound like the perfect fit for you? We’d love to hear from you. Feel free to get in touch with Shanice at Shanice@spargle.com

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