Platform FDE ( Forward Deployment Engineer)

Location: Mumbai
Experience: 1–3 years
Employment Type: Full-time | Work from Office

GreyLabs AI is building an enterprise-grade Voice AI platform for the BFSI ecosystem. Our technology enables banks, insurers, NBFCs and financial-services organizations to automate and humanize customer conversations across collections, sales, customer service and compliance.

We are looking for a highly execution-oriented Program Manager who understands how Generative AI applications are built and can translate real business requirements into effective AI agents, voice agents and chatbots.

This is not a traditional project-coordination role. You will work hands-on with prompts, conversation flows, agent logic, integrations and testing while owning the execution of client-facing AI programs.

You will take use cases from requirement discovery and solution design through prototyping, implementation, testing and production rollout. The ideal candidate is curious about how AI systems behave, enjoys experimenting with prompts and is comfortable solving problems in a fast-moving startup environment.

• Design, write and optimize prompts for AI agents, voice agents and chatbots.

• Convert business requirements into structured conversational flows, agent instructions, decision logic and guardrails.

• Build and configure AI agents capable of performing tasks, using tools, calling APIs and managing multi-step conversations.

• Develop prompt frameworks covering personas, objectives, context, constraints, fallback handling and escalation logic.

• Test prompts across multiple scenarios, edge cases, customer personas, languages and conversation paths.

• Analyse agent failures, hallucinations and inconsistent responses, and continuously improve performance.

• Create evaluation frameworks and test datasets to measure accuracy, task completion, compliance and conversation quality.

• Own AI implementation programs from discovery and POC to deployment and production go-live.

• Create execution plans, define milestones and manage dependencies across clients, product, engineering and operations teams.

• Conduct client discussions to understand business processes and recommend suitable AI-led workflows.

• Translate client requirements into clear product configurations, user stories and implementation documents.

• Coordinate API integrations, data requirements, UAT, issue resolution and production readiness.

• Track deliverables closely and proactively address delays, blockers and execution risks.

• Manage multiple projects simultaneously while maintaining quality and speed.

• Take ownership of issues until they are completely resolved.

• Design natural and outcome-oriented conversations for voice and chat channels.

• Configure conversation flows for use cases such as customer service, sales, collections, lead qualification and customer onboarding.

• Work with concepts such as intent recognition, entity extraction, context retention, interruption handling, fallback responses and human-agent handoffs.

• Collaborate with technical teams on integrations involving LLMs, APIs, ASR, TTS, telephony and enterprise systems.

• Review conversation transcripts and performance data to identify opportunities for improvement.

• 1–3 years of experience in AI implementation, program management, product operations, solutions, conversational AI or a related role.

• Hands-on experience with prompt engineering and Generative AI tools.

• Demonstrable experience building or configuring at least one AI agent, voice agent, chatbot or LLM-powered workflow.

• Understanding of LLM concepts such as system prompts, few-shot prompting, structured outputs, tool or function calling, context management and hallucination control.

• Ability to independently test, troubleshoot and improve AI-generated responses.

• Basic understanding of APIs, JSON, webhooks and system integrations.

• Strong execution discipline with the ability to drive projects from idea to production.

• Excellent written and verbal communication skills.

• Ability to work from our Mumbai office.

• Experience with agent-building or workflow platforms such as LangChain, LangGraph, CrewAI, AutoGen, Voiceflow, Dialogflow, Retell AI, Vapi or similar tools.

• Familiarity with OpenAI, Anthropic, Gemini or open-source LLM APIs.

• Exposure to RAG, vector databases, knowledge bases and multi-agent workflows.

• Experience with voice technologies, including speech-to-text, text-to-speech or telephony integrations.

• Exposure to enterprise SaaS, BFSI, fintech or customer-service automation.

• Basic proficiency in Python, SQL or low-code automation platforms.

• Experience working directly with enterprise clients.

Within the first few months, you should be able to:

• Independently convert a business use case into a working AI-agent workflow.

• Create prompts, conversation logic, guardrails and comprehensive test scenarios.

• Manage a client implementation from requirements gathering to go-live.

• Identify agent-performance issues and improve outcomes through structured experimentation.

• Deliver multiple AI programs with speed, ownership and attention to detail.

You will be a strong fit if you:

• Prefer building and executing over only creating plans and trackers.

• Experiment with AI tools beyond your formal responsibilities.

• Are comfortable working with ambiguity and rapidly evolving technology.

• Combine structured program management with hands-on problem-solving.

• Take ownership without waiting for detailed instructions.

• Are excited by the opportunity to build production-grade AI agents for large enterprises.