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Own the AI adoption strategy for the Viewer: define requirements, expected customer impact and success criteria, and feed them back to Product and Engineering.
The Forward Deployment Engineer, Viewer helps customers adopt DeepHealth ’s enterprise diagnostic Viewer correctly. The role combines clinical workflow knowledge, engineering depth and customer communication to design how the Viewer is configured for each customer, coach implementation teams, resolve complex technical issues, and turn recurring field needs into standard product workflows, including AI-enabled imaging workflows as they are released.
This is an individual contributor role with no direct reports, reporting to the Service Engineering Lead, Enterprise Intelligence. 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 the Viewer for assigned customers, mapping clinical reading workflow (worklists, hanging protocols, priors, user roles) to product configuration.
Lead technical discovery with customers and implementation teams, covering HL7 and DICOM data flows, integrations, migration data, network and security requirements.
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 administrators on correct configuration; publish configuration standards, baselines 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 escalation point for Viewer issues in assigned accounts, including reproduction, 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.
Configure, deploy and support customer adoption of AI-enabled workflows and agents (e.g., AI-assisted reporting, auto-assignment, intelligent hanging protocols) 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.
Support site reliability (SRE) for assigned accounts: monitor service health with observability tools, participate in incident response and drive reliability improvements with engineering.
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.
Requirements
Minimum Qualifications, Education and Experience
Bachelor’s degree in Computer Science, Biomedical Engineering, Health Informatics, Information Systems or a related field, or an equivalent combination of education and experience (required).
8+ years of overall experience in healthcare IT, medical imaging or clinical systems (required).
5+ years in a customer-facing technical role for PACS or enterprise imaging, such as PACS administrator, applications/technical consultant, solutions engineer, deployment engineer or L3 engineer (required).
In-depth knowledge of DICOM (SOP classes, tags, query/retrieve, presentation states, hanging protocols) and working knowledge of HL7 v2 (ADT, ORM, ORU) (required).
Hands-on configuration and troubleshooting of diagnostic or enterprise imaging viewers (required).
Strong understanding of radiology clinical workflow, including RIS, worklists, reading and reporting (required).
Working knowledge of cloud-hosted applications (GCP, AWS or Azure), networking and SSO/authentication (required).
Demonstrated ability to communicate technical decisions to radiologists, IT leaders and executives, including in escalated situations (required).
Imaging informatics or clinical credential such as CIIP, PARCA or ARRT(R) (preferred).
Experience deploying or supporting clinical AI applications in radiology (preferred).
Experience in a regulated medical device environment (FDA 21 CFR 820, ISO 13485, IEC 62304) and with ITIL practices (preferred).
Microsoft Office experience required.
Quality Standards
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
Follows all local, regional and country laws concerning employment.
Follows all DeepHealth policies and procedures.
Follows data privacy, compliance, safety and confidentiality standards at all times.
Practices universal safety precautions.
Promotes good public relations on the phone and in person.
Adapts and is willing to learn new tasks, methods, and systems.
Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
Completes job responsibilities in a quality and timely manner.
Travel
This position requires domestic / international travel up to 25%, primarily for customer discovery, go-lives and escalations.