Implementation Engineer

Summary

Join Glia's Professional Services organization as an Implementation Engineer, playing a crucial role in deploying and configuring our Unified Interaction Management platform. You will lead technical discovery sessions with enterprise clients, design solutions, configure advanced platform features, and provide technical guidance throughout the implementation lifecycle. This role requires managing multiple concurrent projects, collaborating with cross-functional teams, and serving as a trusted technical advisor. Success in this position demands strong project management, communication, and problem-solving skills. Glia offers opportunities for career advancement, exposure to cutting-edge technologies, and continuous learning.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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