Role description
Experience 7 to 11 Years
Role Level Senior SME Technical Lead
Role Summary
We are looking for an experienced Glia Contact Center Platform SME with strong handson expertise in the Glia platform across architecture configuration development integration implementation and production support
The candidate will work directly with customer stakeholders to understand business requirements assess existing solutions recommend scalable approaches deliver platform enhancements and provide endtoend technical ownership of the Glia environment
Key Responsibilities
Serve as the technical SME for the Glia Contact Center platform providing endtoend ownership across solution design configuration integration implementation and support
Engage directly with customer stakeholders to understand business requirements enhancements operational challenges and integration needs
Translate business requirements into Glia solution designs configurations workflows and technical specifications
Configure and enhance Glia capabilities across digital messaging voice video cobrowsing and customer engagement channels
Design and configure routing queues skills workflows and customer interaction journeys
Develop and maintain integrations between Glia and CRM contact center identity management telephony and other enterprise applications
Work with REST APIs webhooks JSON SSO and API based integration technologies
Perform impact analysis for new requirements and recommend scalable and supportable solutions
Troubleshoot complex production and integration issues and perform root cause analysis RCA
Identify opportunities for platform optimization automation stability improvement and enhanced customer experience
Coordinate with customer product development QA infrastructure security support and vendor teams through implementation and deployment
Participate in solution design reviews and ensure adherence to established development architecture and security standards
Create and maintain technical documentation configuration documentation operational procedures and knowledge transfer materials
Provide technical guidance and mentorship to development and support teams
Required Skills
7 to 11 years of overall experience in application contact center or digital customer engagement technologies
Strong handson experience with the Glia platform including configuration customization administration and integration
Experience with Glia digital interaction capabilities including messaging chat voice video and cobrowsing
Strong understanding of contact center routing queues skills workflows and customer journeys
Handson experience with REST APIs webhooks JSON SSO and API based integrations
Experience integrating contact center platforms with CRM telephony identity management and enterprise applications
Strong troubleshooting problem solving and RCA capabilities for production environments
Ability to independently conduct customer requirement discussions technical solutioning and solution walkthroughs
Experience working across the full lifecycle from requirements and architecture through implementation deployment and production support
Strong verbal and written communication skills
Experience working in Agile delivery environments
Preferred Secondary Skills
Experience integrating Glia with Salesforce or other CRM platforms
Experience with cloud based contact center and digital customer engagement platforms
Experience working in insurance banking or financial services environments
Understanding of enterprise security authentication and identity management concepts
Understanding of SIP VoIP telephony IVR call routing CTI and contactcenter voice integrations
Experience with monitoring and observability tools such as Splunk Datadog Dynatrace or Azure Application Insights for troubleshooting customer journeys and integrations
Qualifying Questions
1 Describe your handson experience with the Glia platform Which Glia capabilities have you personally configured developed or supported across chatmessaging voice video cobrowsing routing and workflows
Look for Specific examples of actual Glia configuration routing queues skills workflows digital engagement testing and production troubleshooting rather than generic contactcenter experience
2 A Glia interaction is successfully initiated but certain customers are not being routed to the correct agents and the CRM context is intermittently missing How would you troubleshoot the issue
Look for Ability to investigate routingskillsqueues Glia configuration APIwebhook payloads authentication logs CRM integration environment differences and perform structured RCA
3 What factors would you consider when designing a scalable and supportable Glia solution for a large enterprise contact center
Look for Routing design integration architecture resilience security SSO monitoring API performance configuration management
