AI Deployment 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 open to all Canadian Residents.

About the role

Laivly is looking for an Agent Deployment Manager to lead our most complex, strategic, and off-playbook customer deployments. You will take ambitious AI opportunities and turn them into working solutions, owning deployment-level stakeholder alignment, solution decisions, delivery cadence, and measurable results from discovery through stable production.

This is a senior individual contributor role for someone who combines the structured thinking of a consultant, the instincts of a product builder, and the ownership of an operator. You will work directly with client leaders and across Customer Success, Solutions, Product, and Engineering, remaining accountable even when execution spans multiple teams.

The Agent Deployment Manager owns the successful delivery of a defined deployment, while the Customer Success Manager retains ownership of the overall customer relationship, account strategy, adoption, renewal, and expansion. The two roles operate as a partnership: the CSM defines the broader customer outcomes and commercial priorities, while the ADM determines how complex solutions will be designed, built, validated, and brought into stable production.

This Canada-based remote role includes up to to 35% travel to client sites. You will thrive here if you enjoy ambiguity, learn quickly, communicate with credibility, and want to build the actual solution rather than hand off a recommendation.

As Agent Deployment Manager, you will…

• Own end-to-end delivery of complex voice and agentic AI deployments, from discovery and scoping through configuration, launch, optimization, and stable production.
• Lead structured discovery through stakeholder interviews, workflow mapping, agent shadowing, and transcript and data review, connecting client operational challenges and desired outcomes to Laivly platform capabilities
• Facilitate solution design sessions to align stakeholders on agent scope, behaviour, requirements, trade-offs, and delivery approach, partnering with the client and Customer Success Manager to establish success measures before configuration begins.
• Work hands-on in the Laivly platform through configuration, prompt and intent iteration, testing, and standard integrations using established patterns. Lead user acceptance testing and solution validation, resolving issues before production.
• Build and drive deployment plans covering milestones, owners, dependencies, risks, decisions, iteration cycles, and go-live readiness. Own stakeholder communication, scope discipline, change management, and difficult conversations about re-scoping, trade-offs, and time-line risks.
• Coordinate cross-functional teams, and specialized technical resources while remaining accountable for outcomes.
• Monitor post-launch performance and adoption, using data and client feedback to guide optimization and establish credible proof of value.
• Turn deployment learning into reusable patterns, playbooks, and product recommendations that help Laivly scale successful delivery.

As Agent Deployment Manager, you have…

• 5+ years of progressive experience in product management, technology consulting or engagement management, technical solutions, enterprise implementation, or software engineering.
• A track record of owning complex delivery outcomes with senior client stakeholders and cross-functional teams.
• Strong executive presence and exceptional communication skills, with the judgment to build trust and lead difficult conversations.
• Strong technical fluency. You can read API documentation, test endpoints, troubleshoot integrations, and work comfortably in technical tools.
• Hands-on experience working with LLMs, including agent behaviour, prompt iteration, evaluation, and system constraints.
• The ability to move between detailed technical problem-solving, solution design, operational planning, and customer change management.
• A bias for action in ambiguity. You create structure, make sound decisions, and keep work moving without waiting for a complete playbook.
• A repeatability mindset and experience turning delivery lessons into scalable processes, assets, or playbooks.
• Willingness and ability to travel to client sites approximately 25% to 35%.
• Experience with contact centres, CCaaS, IVR, conversational AI, scripting, or technical prototyping 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.