Forward Deployed Engineers and the future of software engineering

Natalie Meurer is Head of Agent Engineering at Sierra, where she leads a global team of more than 120 engineers building conversational AI agents for enterprise customer service. Before joining Sierra, she worked in technology policy, taught herself to code and spent five years at Palantir.

Forward deployed engineering (FDE) was one of the tracks running at today’s AI Engineer World’s Fair. As Meurer explained to Latent Space before the session she presented, FDE began as a model for placing highly technical employees close to customers. But the title now covers a wide range of roles across the AI industry — including what Sierra calls the agent engineer: an engineer who combines systems integration and agent development with an understanding of customer operations, product, and the end-user experience.

In this Q&A, Meurer argues that FDE is defined more by accountability than by a particular skill set, adding that product and customer-facing engineering may be starting to converge.

Latent Space: What is your definition of a forward deployed engineer?

Natalie Meurer: That is really the point of my session: the role lacks a consistent definition.

If you look at its historical trajectory through to the present, it is more clearly defined by accountability to customers than by the shape of the role or the work you are doing.

There is power in having that accountability. But the range of associated skill sets has become so broad that it can almost become nonsensical.

Latent Space: How did you get into this kind of role?

Meurer: I began in technology policy. I was a policy nerd who learned to code on the side, which earned me a role as an engineer on the privacy team at Palantir.

I spent about five years there, working across law enforcement, defence and infrastructure engineering. I then went to business school because I wanted to bring the business dimension into the mix. After that, I joined Sierra and founded the agent engineering function.

Latent Space: Did Palantir’s forward deployed engineering model influence the role at Sierra?

Meurer: Somewhat, although we intentionally called the role agent engineer, rather than forward deployed engineer.

Forward deployed engineering can mean so many things. We thought the title should capture the shape of the technical work, rather than only the customer-obsession element. That is why we chose agent engineer.

I see agent engineering as either a subset of, or adjacent to, forward deployed engineering. It describes a more specific form of customer-facing engineering focused on developing agents.

Latent Space: What does your team do when working with a customer?

Meurer: Sierra builds conversational AI agents for inbound and outbound customer service. Our work includes integrating customer systems with low-latency voice and chat agents, as well as agents that operate over email.

The role requires technical skills such as data integration, but it also requires taste. You need to understand what sounds good and what will feel human when you are designing a voice agent. That element is particular to agent engineering.

Latent Space: Does an engagement begin with a defined use case, or do you help the customer decide what to build?

Meurer: We conduct discovery with our customers. We try to find the intersection between problems that are genuinely difficult — because we are good at difficult problems — and problems that will have a meaningful business impact.

In financial services, for example, that might begin with dispute processing. It is complex and needs to be done correctly, but it is also a high-emotional-intelligence interaction. If somebody sees a fraudulent charge on their credit card statement, they may be frightened, and the agent needs to calm them down.

Almost every Sierra customer is also somewhere on the trajectory towards using an agent as its front-door interactive voice response system: the first entity that answers when a customer calls.

Latent Space: How much of the work involves the underlying AI models?

Meurer: We think of our agents as an orchestrated constellation of models. Internally, we are constantly evaluating the best model for a particular job, and we bring the best of that work to our customers.

In practice, most customer-specific work takes place at the orchestration layer rather than in the models themselves. We sometimes integrate with a customer’s own models, and we also help customers use the platform and build agents themselves.

A lot of the work involves helping them apply their internal knowledge and context.

Latent Space: How much of the work is customer-specific, and how much can be reused?

Meurer: It is a mixture of both.

Every customer is building an agent that is intentionally specific to its organization. It should represent the best possible interaction with that particular brand.

Other capabilities are more reproducible. Answering questions from a knowledge base, for example, is a fairly universal problem. We also have industry experts across financial services, healthcare, travel and hospitality, and retail who bring domain knowledge and best practices.

But the fundamental appeal of what we are selling is something custom. We have seen large organizations across industries reach production in as little as 40 to 60 days.

Each agent is still customized around the customer’s APIs, systems, standard operating procedures, brand and tone.

Latent Space: Is agent development becoming primarily an orchestration problem?

Meurer: There are many different flavours of multi-agent architecture. The term “agent” can refer to the entity that answers the phone, but it can also refer to a sub-agent or even a single prompt equipped with tools.

Every enterprise we work with wants to know how it can maintain everything its agentic ecosystem is capable of doing. It needs to manage all the integrations and all the teams that contribute to the agent.

Part of that is a change-management problem.

At Sierra, we tend to think of a single agent as managing the entire customer interaction, regardless of the particular subtask involved. We call those subtasks journeys.

Enterprises nevertheless need a way for hundreds or thousands of people to contribute to these systems, understand what is changing and follow a discrete release process.

Latent Space: As companies develop more internal expertise, how will the FDE role evolve?

Meurer: I think it will remain customer-facing. But when code becomes cheap to author, it also becomes easier to translate customer insights directly into a product.

Product engineering and forward deployed engineering are therefore converging in some respects — at least among the best people in each role.

If you are a product engineer, you should be talking to customers. If you are a forward deployed engineer, you should be building the product. I think that is new.

Being customer-facing will remain important. Even if you had an AGI-like reasoning model that could work out how to perform a process each time, you would still need to encode that process appropriately.

You do not want the system independently figuring out how to handle an order return for the 100,000th time that week. You want a consistent process that it follows.

That makes customer service different from some other agentic use cases. A coding agent is often trying to solve a new problem for the first time. In customer service, you are solving essentially the same problem, framed slightly differently, perhaps 100,000 times a week.

That creates a different need for both the platform and the partner helping the customer encode its rules. Agents will become easier to build, but there will always be a place for people who can work with customers and translate what they learn into the product.

Latent Space: Will developers increasingly need product and customer-facing skills?

Meurer: That is my belief. I think the best developers will develop those skills.

Many people are asking what the engineering role will look like in one or two years. One view is that specialists will become even more important because they possess knowledge that is not readily available to an agent.

The other view, which I lean towards, is that generalists will become more valuable.

Forward deployed engineering has historically been the classic generalist role because it combines engineering with the customer-facing nature of the job.

Forward deployed engineers — or agent engineers — therefore inhabit one of the most forward-looking areas in AI and engineering.

Latent Space: Could “agent engineer” eventually become the default term?

Meurer: I am not sure. I expect engineering as a whole to move towards a more holistic definition, one that may incorporate more of what we currently call forward deployed engineering.

The market currently has go-to-market engineers, forward deployed engineers, agent engineers and AI engineers.

I think all of those will become different parts of the engineering craft. We will also discover entirely new jobs for engineers to do.