Forward Deployment Engineer, Reporting Pro

The Forward Deployment Engineer, Reporting Pro helps customers adopt DeepHealth’s Reporting Pro correctly. The role combines radiology reporting depth, clinical workflow knowledge and customer communication to design how Reporting Pro is configured for each customer, build report templates and structured reporting content with radiologists, coach implementation teams, resolve complex technical issues, and turn recurring field needs into standard product workflows, including AI-assisted report drafting as it is released. This is an individual contributor role with no direct reports, reporting to the Service Engineering Lead, Enterprise Intelligence, and working closely with the DxS lead Forward Deployment Engineer. It operates within DeepHealth’s Forward Deployment Engineering (FDE) function, whose purpose is to help customers adopt DeepHealth products correctly. The role sits at the intersection of the Technical Delivery Manager (TDM), Product, Service and Solution Delivery teams to ensure smooth customer adoption. It transitions best practices to the Service and Solution Delivery teams and plans upcoming product changes with them to ensure commercial readiness. Essential Duties and Responsibilities - Own technical solution design and configuration of Reporting Pro for assigned customers, mapping reporting workflow to configuration (report templates, macros, structured reporting, speech recognition, sign-off and addendum rules, critical results, user roles). - Lead technical discovery with customers and implementation teams, covering reporting workflow, legacy reporting systems, HL7 order and result flows, report distribution to RIS and EHR, network and security requirements. - Build and validate report templates and structured reporting content with radiologists, and plan migration of templates and macros from legacy reporting systems through cutover. - Partner with the assigned implementation counterpart for this workstream to adopt learnings and best practices into customer configuration and implementations; train and coach implementation teams and customer reporting administrators on correct configuration; publish configuration standards, template libraries and deployment playbooks. - Serve as customer-facing technical lead during go-lives, hypercare and escalations, communicating status, options and expectations to clinical and IT stakeholders. - Provide implementation support as the L3 escalation point for Reporting Pro issues in assigned accounts, including report delivery failures, root cause analysis and resolution with engineering (approximately 20–30% of time). - Convert recurring customer needs into standardized workflows and product requirements, distinguishing product gaps from configuration or training issues. - Own escalation of engineering issues for assigned accounts: triage, document reproducible defects, track status with engineering and close the loop with customers. - Support site reliability (SRE) for assigned accounts: monitor service health with observability tools, participate in incident response and drive reliability improvements with engineering. - Own the AI adoption strategy for Reporting Pro: define requirements, expected customer impact and success criteria, and feed them back to Product and Engineering. - Configure, deploy and support customer adoption of AI-enabled reporting workflows (e.g., AI report drafting using priors and clinical data) as they are released, coordinating rollout, site readiness and customer adoption with the Technical Delivery Manager and Product Manager. - Validate releases and hotfixes against representative customer configurations before and after deployment. PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.