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.
The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]
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What We Do
Glia enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and CoBrowsing to increase online conversions and improve customer support.
