Forward Deployed Engineer

The posting, as Rely Health wrote it

About Rely Health
At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.
By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care

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

• 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
• 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.
• 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-depl

[…]
ightweight support.

Operating Standards

• You own outcomes for workflows you touch: triage → RCA → fix → 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
Please note that Rely Health does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future.
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.
Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.
Working Conditions
Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• LT/ST Disability and Life Insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement