Technical Solutions Manager

About Laivly

Seeking curious and creative types! We are 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.

This role is remote and open to Canadian candidates.

About the role

The team at Laivly is looking for a Technical Solutions Manager (TSM) to lead the design, implementation, and optimization of enterprise client solutions. As a Technical Solutions Manager, you’ll be focused on translating client objectives into actionable roadmaps, ensuring solutions are effectively deployed, and partnering across sales, product, success, and configuration teams to deliver measurable impact.

In this role, you’ll create a vision for how clients can leverage AI in their contact centers and build holistic roadmaps that maximize the value of the Laivly platform. You’ll validate opportunities for Sidd tooling, define scope and requirements, and act as the primary technical decision-maker from concept through rollout. You’ll also orchestrate solution builds, oversee all deliverables through release readiness, and own the “what, how, and why” of deployment—including reviewing functionality, supporting training documentation, and driving release plans. Post-launch, you’ll remain accountable for optimizing solutions, monitoring adoption, and ensuring long-term performance and success through project close.

As TSM, you will…

• Collaborate with Sales, Customer Success, and internal teams to analyze customer workflows, demonstrate Sidd’s capabilities, and position solutions to meet client needs across multiple sectors.
  
• Define and validate client-specific roadmaps, including clear objectives, success criteria, and measurable KPIs in partnership with Customer Success.
  
• Build and present strong business cases for proposed solutions, ensuring alignment with client objectives and stakeholder expectations.
  
• Lead the design, implementation, and technical ownership of customized Sidd solutions, monitoring progress and adjusting scope or delivery strategy to ensure successful outcomes.
  
• Partner with Configuration and User Success teams to execute builds, own user acceptance criteria, and identify opportunities for optimization, bug fixes, and improvements.
  
• Maintain accurate project tracking (e.g., Jira), ensuring hours, milestones, and timelines are transparent across internal stakeholders.
  
• Contribute to product evolution by operationalizing new platform capabilities, gathering insights from client and internal feedback, and monitoring AI industry trends that may impact customer interest.
  
• Collaborate with peers, partners, and leadership to continuously improve Enterprise Solutions processes, challenging inefficiencies and scaling repeatable successes.

As TSM, you have…

• 3–5+ years of experience in customer solutions, technical account management, business analysis, or SaaS/AI consulting/implementation.
  
• Proven success designing and delivering SaaS or AI-based solutions, with hands-on application of AI tools and workflows (including prompt engineering).
  
• Strong leadership mindset with the ability to make informed decisions quickly, prioritize client needs, and drive solutions under pressure.
  
• Excellent interpersonal and communication skills, with a track record of clearly conveying complex challenges and solutions to clients and internal teams.
  
• Highly organized with strong problem-solving skills, attention to detail, and the ability to manage multiple projects under tight deadlines.
  
• Familiarity with pre-sales engagement and customer success strategies, with a strong business acumen.
  
• Entrepreneurial and innovation-driven, with experience contributing to high-performance teams and driving change.
  
• Fluency in English (written and spoken).

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team. We work hard and play often, with a flexible environment that works with you. A career at Laivly means being part of a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world. 

We’ve got a shared mission—and a Laivly future. Join us today!

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.