Aircall is a unicorn AI-powered communications platform transforming how teams win with customers.

For over a decade, we’ve believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide.

We’re 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We’re ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth.

Come join us!

We are looking for an outstanding Staff Customer Engineer (CE) to join the Customer Engineering team in an amazing tech scale up based in Paris!

As the most senior member in our Customer Engineering organization, you will provide white-glove, deeply technical, and highly strategic support to Aircall's most valuable strategic and enterprise customers, driving value from your very first day.

This role brings together advanced technical capability, consultative depth and commercial impact. Staff CEs work closely with CTOs, Heads of CX, Heads of Digital and operational leaders inside customer organizations. They ensure complex deployments, integrations and AI adoption programs are executed successfully and become drivers of long-term retention and growth.

Operating at the nexus of Customer Success and Product, Staff CEs pair directly with our Key Account Managers to ensure complex deployments, integrations, and AI adoption programs become drivers of long-term retention and growth. As a model of technical judgment, strategic partnership, and customer excellence, you will raise technical standards throughout the CE organization. You are expected to be hands-on, build executive credibility, and successfully navigate high-stakes customer environments.

Key Responsibilities

High-Touch, Complex Onboarding: Own onboarding for large, high-complexity customers (250+ employees, 100+ users). Lead deep discovery, map business processes, design advanced workflows and integrations, and drive technical implementation to a smooth, timely, high-quality go-live.
Senior Technical Partner to KAMs: Act as the day-to-day technical counterpart to Key Account Managers, working 1:1 or 1:2 to deliver a unified commercial and technical approach across technical strategy, risk assessment, renewal readiness, integration roadmaps, and adoption plans.
Proactive Renewal Support and Technical Reviews: Run quarterly and mid-cycle technical reviews for strategic accounts (covering renewal readiness, ROI articulation, workflow optimization, and integration stability), and help KAMs surface expansion and retention opportunities backed by technical outcomes.
Add-On Activation and AI Deployment: Deploy and optimize advanced AI add-ons like AI Assist Pro and AI Voice/Messaging Agent optimization (following FDE-led engagements), building customer-specific AI adoption playbooks and becoming a regional expert in AI-enabled workflows.
Complex Implementations and Solution Architecture: Serve as the technical architect and owner for advanced configurations, challenging integrations, and custom workflow builds, coordinating closely with Engineering, Product, and internal technical experts to deliver bespoke solutions when needed.
Proactive Monitoring and Advanced Troubleshooting: Review product telemetry, integration performance, and usage patterns to anticipate issues before they surface, and lead root-cause analysis on the most complex product or integration issues that fall outside standard CE motions.
Escalation Management for Strategic Accounts: Coordinate high-impact escalations end-to-end, driving internal alignment, providing technical direction, leading communication, and maintaining executive trust through to clear resolution.
Product Feedback and Technical Leadership: Identify recurring technical themes and capability gaps from strategic accounts to inform the product roadmap, mentor CEs and Scaled CEs, and elevate the technical craft across the organization through example rather than people management.