Senior Associate Implementation Engineer

Glia; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Implementation Engineer to join their Professional Services team. This role is pivotal in deploying and configuring an innovative Unified Interaction Management platform for enterprise clients. You will lead technical discovery sessions, design solutions, and ensure successful implementations while collaborating with cross-functional teams. This position offers a unique opportunity to enhance customer experiences through technology, and you will be at the forefront of driving product adoption and technical success. If you are passionate about technology and customer interaction, this role is perfect for you.

Benefits

Career Advancement Opportunities

Continuous Learning Programs

Exposure to Cutting-Edge Technologies

Leadership Opportunities

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.

Responsibilities

• Lead technical discovery sessions to gather and document requirements.
• Configure advanced platform features and manage multiple projects.
• Deliver technical training and manage client expectations.

Skills

Project Management

Communication Skills

Analytical Skills

Problem-Solving

Technical Curiosity

Education

Technical Degree in Computer Science

Degree in Data Science

Degree in Business Information Sciences

Tools

Salesforce

ServiceNow

JIRA

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.