LivePerson

Support Engineer

• Work during US hours 5pm - 3am (including breaks)
• Be the senior technical focal point for customer issues.
• Own and work on assigned cases and are responsible for resolving issues raised within SLAs.
• Interact with LivePerson’s customers while acting as the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
• Act as the Subject Matter Expert for LivePerson products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods.
• Analyze recurring issues and put processes and requirements for tools to better support our customers.
• Mentor and educate global team members in order to improve team performance.
• This position might require travelling, overtime, and on-call duty 24/7.

Support Engineer III

Technical Account Manager

• Establish and nurture strong, executive-level relationships with key customer stakeholders, serving as the trusted technical advisor for their Conversational Cloud implementation and ecosystem.
• Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives to ensure alignment with customer objectives.
• Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap, ensuring seamless integration and proactive communication of operational changes, bug fixes, and enhancements.
• Conduct detailed operational health checks and business reviews to identify proactive, corrective, and optimization opportunities, and develop/execute robust wellness and event readiness plans.
• Spearhead the development and implementation of advanced TAM methodologies, showcasing innovation within the function by driving the adoption of emerging technologies to enhance customer experience.
• Act as the hands-on troubleshooting driver for complex Tier 3/4 issues, bringing technical knowledge about customers’ business flows and priorities, and leading cross-functional teams to resolve challenges efficiently and effectively.
• Excel in crisis management situations, seamlessly coordinating global support resources, participating in customer war rooms, and assuming on-call shifts to resolve critical and company-wide major incidents with precision and urgency.
• Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction.
• Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders.
• Be the focal point for all follow-up activities indicating product issues with the LP platform, such as accessibility or security audits.
• Develop sophisticated alarm dashboards and drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
• Lead initiatives to mentor and develop team members, providing guidance and support to foster professional growth and success.
• Facilitate strategic alignment between customer requirements and the LivePerson product roadmap, acting as a subject matter expert on industry trends and emerging technologies.

Senior Technical Account Manager

Manager

• Contract Negotiation: Draft, review, and negotiate a variety of commercial agreements, including SaaS agreements, master services agreements, statements of work, and vendor contracts.
• Vendor & Supplier Operations: Proactively manage the vendor contract renewal process, applying sound judgment to review agreements against company standards, support annual vendor audit processes, mitigate risks, and ensure timely and favorable renewals.
• Process Improvement: Help develop and maintain our contract management system, contract templates, and legal playbooks to streamline the contracting process and improve efficiency across the organization.
• Privacy & Compliance: Collaborate with the legal team on privacy and data protection matters, including reviewing and negotiating Data Processing Agreements (DPAs) and ensuring compliance with regulations like GDPR.
• RFIs & RFPs: Support clear and timely responses to requests for information, as well as process improvements and automation.

Contracts Manager

Community Manager

• Manage and grow the customer and partner community across online platforms and events.
• Facilitate meaningful discussions around AI use cases, success stories, and solution adoption.
• Drive peer-to-peer collaboration through user groups, office hours, and customer showcases.
• Recognize and cultivate champions who advocate for responsible and scalable AI adoption.
• Collaborate with Marketing and Product teams to highlight innovations and customer outcomes, creating advocacy campaigns to drive adoption.
• Support community campaigns tied to launches, product updates, and enablement milestones.
• Work hand in hand with Product to ensure timely updates to Community align
• Track and analyze engagement metrics — member growth, activity, sentiment, and topic trends.
• Provide feedback loops to Product and CX teams to inform roadmap priorities and customer health.
• Surface emerging use cases and adoption blockers from community discussions.
• Support quarterly business reviews with community insights that tie to ARR, retention, and expansion.
• Manage daily community operations including moderation, tagging, and knowledge curation.
• Partner with Enablement and Learning Management System to integrate community learning paths and resources.
• Ensure the community is a seamless extension of the customer journey — from onboarding to expansion.
• Uphold governance, privacy, and trust principles in all interactions.

Senior Community Manager

Salesforce Developer

• Design and implement Salesforce solutions aligning with business goals across marketing, sales, and service
• Translate business requirements into Salesforce features using best practices in configuration and custom development
• Build scalable solutions, including Flows, custom objects, validation rules, Apex classes, and Lightning components
• Integrate Salesforce with external systems using REST/SOAP APIs and middleware tools
• Collaborate with product owners, analysts, and technical stakeholders to gather requirements and conduct design reviews
• Document solutions, user stories, and technical processes
• Coordinate training, walkthroughs, and knowledge transfer
• Ensure proper deployment and environment strategy is followed for releases, and provide post-deployment support
• Manage configuration items such as profiles, permission sets, page layouts, and automations
• Maintain clean data practices through deduplication, validation, and system governance
• Stay current on Salesforce releases and recommend AppExchange solutions and platform governance

Salesforce Developer – Senior

AI Engineer

• Architect and build next-generation Conversational AI products that push the boundaries of what's possible
• Lead and mentor engineering teams, setting technical direction and best practices
• Partner with Product to shape requirements and translate vision into scalable solutions
• Design cloud-native architectures that are resilient, scalable, and built for the future
• Integrate cutting-edge AI tools and services, championing their adoption across the team
• Drive engineering excellence through comprehensive test automation and quality-first delivery

Principal Engineer, AI Architect

• Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives.
• Establish and nurture strong relationships with key customer stakeholders and account teams, including executive-level leadership.
• Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap for the LP implementation and its ecosystem.
• Act as a hands-on troubleshooting driver for complex issues, leading cross-functional teams to resolve challenges efficiently and effectively.
• Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction.
• Facilitate strategic alignment between customer requirements and the LivePerson product roadmap.
• Conduct detailed operational and business reviews to identify proactive, corrective, and optimization opportunities.
• Assume on-call shifts to assist with company-wide major incident management and provide timely support for special events and crisis management.
• Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders.
• Develop and refine the Technical Account Manager methodology to establish best practices and standards.
• Lead initiatives to mentor and develop team members, providing guidance and support to foster their professional growth.

Senior Technical Account Manager – Fixed Term Contract

DevOps Engineer

• Mentor DevOps engineers and promote a culture of automation and innovation.
• Design and implement scalable automation for infrastructure and deployments across GCP and on-prem.
• Architect secure, compliant environments using Terraform, Vault, and GKE.
• Manage and harden Kubernetes clusters; automate Vault policies and secret management.
• Build and enhance CI/CD pipelines (GitLab or Jenkins) for secure, efficient delivery.
• Optimize performance, cost, and developer productivity through automation.
• Improve observability, reliability, and incident response under the “You Build It, You Run It” philosophy.
• Manage and secure Kubernetes (GKE and on-prem) clusters, ensuring proper configuration, access control, and scalability.
• Configure and maintain HashiCorp Vault for secure management of secrets and sensitive data.
• Implement Vault policies and access controls to safeguard secrets and enforce least-privilege principles.
• Build and maintain CI/CD pipelines integrating GCP, Kubernetes, and Vault for automated, secure deployments.
• Monitor, troubleshoot, and optimize cloud and on-prem environments using observability tools.
• Participate in on-call rotations and drive continuous improvement under our “You Build It, You Run It” philosophy.

Senior DevOps Engineer

Operations

• You will provide pivotal leadership for our round-the-clock operations. Your core schedule will be during US business hours, serving as the key point of contact and strategic anchor for our global, shift-based team.
• Stay up-to-date on industry trends and best practices; you will help drive and define the technical support strategy.
• Manage resources effectively to ensure that 24/7 support operations are run in an efficient and cost-effective manner.
• Provide strong leadership and direction to a global team operating in a continuous, round-the-clock environment, serving as a mentor and coach to team members.
• Develop and maintain quality metrics and standards for the team, including identifying challenges and opportunities for improvement.
• Demonstrate a comprehensive understanding of company products and technologies, and proactively identify opportunities for continuous professional development to enhance team capabilities.
• Oversee incident management and manage the communication and escalation of strategic customer issues, ensuring a successful resolution path.
• Be a strong voice for our customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Define and analyze operational data and metrics to identify trends and patterns, providing actionable feedback to the team and senior management.
• Drive continuous improvement by identifying opportunities to automate processes, enhance tools, and streamline workflows to increase operational efficiency.
• Collaborate cross-functionally with senior leaders from Engineering, Product, and other teams to implement operational improvements and ensure a world-class customer experience.
• Support onboarding and create a growth path for new team members.
• Conduct regular 1:1s with team members to provide constructive feedback and foster skills development.
• Maintain a high level of employee satisfaction and develop career opportunities for team members.
• Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.

Senior Manager, Operations

Artificial Intelligence

• Define and execute AI strategy balancing roadmap work with innovation-focused projects
• Lead and manage the AI/ML team across Generative AI and traditional ML projects
• Establish team operating procedures and serve as mentor to team members
• Oversee AI governance, risk, and compliance; develop internal and customer-facing governance assets
• Partner with Product, Engineering, and Go-To-Market leaders to translate AI capabilities into customer outcomes and revenue
• Represent LivePerson externally as a thought leader through webinars, conferences, and publications
• Report directly to the Chief Technology & Product Officer and shape the AI vision for Conversational AI