Offer summary

Qualifications:

1-3 years of experience in client-facing technical roles, Understanding of API integrations and data flow between systems, Proficiency in configuring complex software platforms with basic coding or markup languages, Technical degree in Computer Science, Data Science, Business Information Sciences, or a related STEM field..

Key responsibilities:

Lead technical discovery sessions with enterprise clients to gather and document requirements

Design and validate solutions that meet customer needs and platform capabilities

Drive multiple concurrent implementation projects while managing technical deliverables and timelines

Serve as a trusted technical advisor and deliver training to customer teams.

Job description

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

The Role:

The Implementation Engineer plays a crucial role in our Professional Services organization, serving as a technical consultant responsible for deploying and configuring Glia's Unified Interaction Management platform. This position combines deep technical expertise with client-facing responsibilities to ensure successful enterprise-level deployments and drive customer adoption.

What you’ll do:

Lead technical discovery sessions with enterprise clients to gather, analyze, and document complex requirements
Design and validate solutions that align with customer needs and platform capabilities
Configure advanced platform features including IVR flows, routing strategies, and integration points
Provide technical guidance throughout the implementation lifecycle
Drive multiple concurrent implementation projects, managing technical deliverables and timelines
Configure and validate complex integrations between Glia's platform and client systems
Collaborate with cross-functional teams (Sales, Customer Success, Product, Engineering) to ensure solution success
Lead technical aspects of user acceptance testing and solution validation
Serve as a trusted technical advisor during customer implementations
Deliver technical training and knowledge transfer to customer teams
Manage client expectations while driving product adoption and technical success
Partner with pre-sales teams to provide technical expertise during solution planning

What you’ll bring

1 - 3 years of experience in leading technical roles on client-facing engagements
Understanding of API integrations and data flow between systems
Proficiency in configuring complex software platforms requiring basic coding or markup languages
Knowledge of IP telephony and enterprise networking concepts
Demonstrated success managing multiple enterprise implementation projects
Track record of cross-functional collaboration
Experience in requirements gathering and complex solution design
History of successful client relationship management and expectation setting

Skills

Strong project management capabilities
Excellent written and verbal communication skills across various audiences
Strong analytical and problem-solving abilities
Adaptable mindset with natural technical curiosity
Solution-oriented approach to challenges

Bonus Points

Experience in Financial Services, Insurance, Healthcare Industries, or Contact Centers
Technical degree in Computer Science, Data Science, Business Information Sciences, or STEM field
Expertise with CRM and service desk platforms (Salesforce, ServiceNow, JIRA)
Experience with REST APIs, web services, and UI design principles

Growth Opportunities

Career advancement within our Professional Services organization
Exposure to cutting-edge customer interaction technologies and enterprise solutions
Leadership opportunities in complex enterprise implementations
Continuous learning and certification programs

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

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