Implementation Engineer
About Glia
Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.
Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.
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 Voice AI platform for financial institutions. 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:
2+ 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 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 uses @glia.com and @gliatalent.com email addresses for coordinating interviews, providing updates, and sending documents.
Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com