Technical Solutions Manager

Job description

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 Build the solution. Drive the deployment. Own the outcome. 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. This is not a role where you wait for tasks or simply keep a project tracker updated. As the technical owner for your client portfolio, you’ll own the plan, progress, risks, decisions, and results. You’ll bring the right people together, challenge decisions that put the outcome at risk, and communicate clearly enough that clients and internal teams always understand where the work stands. You’ll work directly with customers and across Customer Success, Product, Engineering, Configuration, and Sales. The problems will not always arrive neatly defined, and the answer will not always be obvious. You’ll be expected to learn quickly, ask for expertise early, create structure, and keep the work moving. You’ll enjoy this role if you are technically curious, decisive, highly organized, and genuinely excited by solving problems that have not been solved before. As TSM , you will… 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. As TSM, you have… You have 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 You can take an ambiguous business problem, understand the technical and operational constraints, and turn it into a practical solution plan You communicate complex ideas clearly and credibly to clients, executives, engineers, and operational teams You prepare thoroughly, ask sharp questions, and quickly develop an informed recommendation You are proactive and highly accountable. You create the plan, drive the next step, and communicate progress before anyone has to ask You make sound decisions under pressure and know when to move forward, escalate, or bring in additional expertise You are comfortable challenging client and internal decisions when they put solution quality, delivery, or business outcomes at risk You learn unfamiliar technology quickly and actively seek guidance from people who have solved similar problems before You have hands-on experience using AI tools in your work and a strong interest in LLMs, AI agents, automation, and emerging customer-service technology You combine strategic thinking with strong execution and attention to detail You are energized by startup environments where priorities change, the playbook is evolving, and individual ownership matters Experience with contact centres, enterprise SaaS, pre-sales, APIs, workflow design, or customer success is an asset 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.