The Glossary-Grounded Universal Queue: An Architecture for Enabling Follow-the-Sun Support in Global People Operations

Global shared service centers are critical to modern enterprise operations but struggle to provide consistent, timely support across linguistic boundaries. This paper introduces the Glossary-Grounded Universal Queue (GGUQ), a socio-technical framework designed to bridge the gap between the operational goal of a unified global service queue and the reality of a multilingual workforce. The GGUQ is a real-time, workflow-embedded communication architecture that leverages Large Language Models (LLMs) to provide high-fidelity, two-way translation directly within an agent's enterprise platform. The framework's key innovation is a "glossary-grounded" approach, where translation prompts are programmatically injected with a curated repository of enterprise-specific terminology. This ensures a level of contextual and terminological integrity unachievable by generic machine translation tools. By detailing the GGUQ's three-pillar architecture—Dynamic Translation, Glossary-Grounded Integrity, and Resilient Operations—we propose a new model for computer-mediated communication in global enterprises. This framework aims to move beyond federated, language-siloed support models to enable a true "follow-the-sun" operational capability, promoting both organizational efficiency and a more inclusive employee experience.