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 [email protected]