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Provides technical support and integration guidance to customers and partners using Glia’s digital customer service platform. Responsibilities include troubleshooting bugs, configuring complex integrations, reporting reproducible issues through JIRA, explaining platform capabilities, recommending secure and scalable implementations, and collaborating with Product, Engineering, and Customer Success teams. The role requires strong customer communication, REST and API knowledge, web technology expertise, and the ability to troubleshoot cloud, network, server-side, and client-side issues.

Collaborate with clients to assess business and technical needs, design comprehensive solutions, translate requirements into technical visions, create technical documentation and statements of work, and lead solution validation, delivery, and deployment. Mentor remote teams, communicate technical concepts to diverse stakeholders, and apply cloud, software development, AI, and emerging technologies to improve client outcomes.

Drive customer adoption, implementation, training, and optimization of Glia’s AI products. Advise clients on generative AI, prompt engineering, conversational interactions, and responsible AI practices. Analyze performance metrics, recommend improvements, provide pre-sales consulting, coordinate implementation projects, and communicate client feedback to product and engineering teams.

Design, build, and scale an agentic voice AI framework for banking customers. Develop LLM guardrails, grounding, policy enforcement, evaluation, tool-calling, and runtime architecture. Optimize real-time voice latency, maintain production reliability, reduce configuration friction, and collaborate with distributed product and engineering teams. The role also requires strong technical judgment, proactive ownership, AI-assisted development, and leadership through direction-setting, unblocking, and mentorship.

Serve as the primary technical resource for 4–7 strategic clients, partnering with Customer Success Managers and Solutions Architects. Drive platform adoption, build relationships with customer IT teams, troubleshoot complex issues, maintain integrations and security configurations, implement risk monitoring, optimize routing and configurations, analyze performance metrics, and identify technical expansion opportunities. Translate technical concepts for executive audiences while contributing customer feedback to product improvements.