[Hiring] Technical Solutions Manager @Laivly

Role Description

Laivly is looking for a Technical Solutions Manager to turn complex customer problems into AI-powered solutions that work in the real world. You’ll lead technical discovery, shape the solution roadmap, coordinate the build, and drive each deployment through launch, optimization, and measurable impact.

• Own end-to-end technical delivery across your client portfolio, from discovery and solution design through implementation, launch, optimization, and close.
• Partner with Sales, Customer Success, Configuration, User Success, Product, Engineering, and subject-matter experts to understand client needs, define measurable outcomes, design effective solutions, and resolve complex challenges.
• Lead technical discovery by analyzing client workflows, requirements, systems, data, constraints, and operational goals to determine the right solution approach.
• Translate business requirements into practical solution designs, implementation plans, user acceptance criteria, and success metrics.
• Develop and maintain roadmaps and workplans that define objectives, deliverables, owners, dependencies, timelines, risks, decisions, and success criteria.
• Create and present recommendations and business cases that clearly communicate the proposed approach, expected impact, delivery requirements, and trade-offs.
• Lead solution reviews, working sessions, and technical discussions to drive alignment, timely decisions, and successful execution.
• Manage scope and stakeholder communication throughout delivery by tracking progress, milestones, risks, open questions, required actions, and changes in requirements or expectations.
• Surface risks early, resolve blockers, and challenge approaches that could compromise solution quality, timelines, adoption, or business outcomes.
• Support configuration, testing, validation, and user adoption by ensuring solutions meet documented requirements and are ready for launch.
• Monitor post-launch performance and adoption, using data and feedback to guide optimization, improve user experience, and confirm value.
• Capture lessons learned, reusable assets, and client insights to improve future implementations, inform product development, operationalize new capabilities, and strengthen scalable delivery practices.
• Contribute to a culture of accountability, collaboration, continuous improvement, and high-quality client delivery across Enterprise Solutions.

Qualifications

• 3-5+ years of experience in technical solutions, SaaS or AI implementation, technical account management, solutions consulting, business analysis, product management, engineering, or a similarly complex delivery role.
• Ability to take an ambiguous business problem, understand the technical and operational constraints, and turn it into a practical solution plan.
• Strong communication skills to convey complex ideas clearly and credibly to clients, executives, engineers, and operational teams.
• Thorough preparation and ability to ask sharp questions to develop informed recommendations quickly.
• Proactive and highly accountable, creating plans, driving next steps, and communicating progress.
• Ability to make sound decisions under pressure and know when to move forward, escalate, or bring in additional expertise.
• Comfortable challenging client and internal decisions that risk solution quality, delivery, or business outcomes.
• Quick learner of unfamiliar technology, actively seeking guidance from experienced colleagues.
• Hands-on experience using AI tools and a strong interest in LLMs, AI agents, automation, and emerging customer-service technology.
• Combination of strategic thinking with strong execution and attention to detail.
• Energized by startup environments where priorities change and individual ownership matters.
• Experience with contact centres, enterprise SaaS, pre-sales, APIs, workflow design, or customer success is an asset.

Benefits

• Opportunity to collaborate and grow your career with a creative, diverse, and passionate team.
• Flexible work environment that accommodates your needs.
• Part of a fun-loving, dedicated team of creatives, risk-takers, and game-changers.
• Shared mission and a Laivly future.

Company Description

Laivly is an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.