LivePerson

• Lead, hire, and develop a team of QA Engineers (II and III) running regular 1:1s, structured career development conversations, and performance reviews. • Actively participate in ongoing releases as the senior quality owner - tracking progress, unblocking the team, and holding accountability for the overall delivery of QA commitments across all active workstreams. • Own the QA strategy across all assigned product areas and development teams, ensuring test coverage standards and release governance processes align with engineering and business objectives. • Oversee the QA release process across different development teams - ensuring all releases follow the Central QA process, quality gates are enforced, and sign-off conditions are consistently met before production deployment. • Serve as the escalation point for complex defects, release-blocking quality risks, cross-team process conflicts, and resourcing concerns - and ensure the right stakeholders are engaged at the right time. • Drive the automation roadmap: set coverage targets, evaluate frameworks, and ensure CI/CD integration steadily reduces manual regression effort. • Attend and contribute to roadmap discussions, release planning, and retrospectives as a required participant. • Build a culture of shift-left testing - embedding quality thinking into design, planning, and code review across all teams, not just the test phase. • Coordinate QA planning across squads for major releases and platform migration. • Research and evaluate emerging QA tools and practices; make grounded build-vs-buy recommendations based on team capacity, product risk profile, and long-term quality goals. • Own the QA process documentation - reviewing quarterly and communicating updates to all engineering teams.

Role Description You will: - Lead, hire, and develop a team of QA Engineers (II and III) running regular 1:1s, structured career development conversations, and performance reviews. - Actively participate in ongoing releases as the senior quality owner - tracking progress, unblocking the team, and holding accountability for the overall delivery of QA commitments across all active workstreams. - Own the QA strategy across all assigned product areas and development teams, ensuring test coverage standards and release governance processes align with engineering and business objectives. - Oversee the QA release process across different development teams - ensuring all releases follow the Central QA process, quality gates are enforced, and sign-off conditions are consistently met before production deployment. - Serve as the escalation point for complex defects, release-blocking quality risks, cross-team process conflicts, and resourcing concerns - and ensure the right stakeholders are engaged at the right time. - Drive the automation roadmap: set coverage targets, evaluate frameworks, and ensure CI/CD integration steadily reduces manual regression effort. - Attend and contribute to roadmap discussions, release planning, and retrospectives as a required participant. - Build a culture of shift-left testing - embedding quality thinking into design, planning, and code review across all teams, not just the test phase. - Coordinate QA planning across squads for major releases and platform migration. - Research and evaluate emerging QA tools and practices; make grounded build-vs-buy recommendations based on team capacity, product risk profile, and long-term quality goals. - Own the QA process documentation - reviewing quarterly and communicating updates to all engineering teams. Qualifications - Ten or more years in QA, including at least two to three years in a lead or senior QA role with direct people-management responsibility. - Demonstrated ability to stay hands-on in active releases - tracking delivery commitments, removing blockers, and holding the team accountable to quality outcomes without micromanaging. - Deep understanding of release governance - experienced in overseeing go/no-go decisions, enforcing sign-off conditions, and managing quality risk across multiple concurrent releases. - Strong technical grounding in manual testing, API and backend testing, and automation, credible enough to review the work of QA Engineers and provide substantive feedback. - Proven experience conducting and guiding root cause analysis across frontend and backend defects, able to connect systemic quality risks to process and tooling improvements. - Strong data instincts - able to design metrics frameworks and present a coherent quality story to non-technical stakeholders and senior leadership. - Skilled at influencing and aligning cross-functional teams without direct authority. - Collaborative leadership style that builds trust with engineers, product managers, and senior leaders alike. Requirements - ISTQB Advanced or Expert certification. - Experience scaling QA practices across distributed or multi-timezone teams. - Background in conversational AI, NLP platforms, or high-volume real-time systems. - Experience with GitLab CI/CD practices. Benefits - Time away: Vacation, public holidays, and care days. - Financial: Pension, deferred pension, and ESPP. - Family: Parental leave. - Development: Generous tuition reimbursement and access to internal professional development resources. - Additional: Exclusive perks and discounts. - Food vouchers. - Health insurance.

Role Description We are looking for a Senior Software Engineer to join our globally distributed Data Platform team in Europe. This is a high-impact individual contributor role focused on driving the migration of our core data pipelines to modern, scalable platforms. You will take technical ownership of migrating legacy Hadoop/Spark/Impala systems to a modern Databricks-centric stack. This role is ideal for a hands-on engineer who is passionate about modernizing data stacks and influencing platform architecture in a large-scale, global environment. Key Responsibilities & Impact - Data Pipeline Migration: Own and drive the migration of legacy data pipelines (Hadoop, Spark, Impala) to modern platforms, with a primary focus on Databricks. This includes porting complex SQL, re-architecting ETL scripts, and migrating connections and secrets. - Accelerated Migration through "Vibe Coding": Leverage state-of-the-art AI coding assistants (such as Claude and Codex) to automate and accelerate the conversion process. - Develop and Modernize: Design, build, and maintain scalable Airflow DAGs and Databricks Jobs for large-scale data pipelines. - Ensure Data Integrity: Implement and execute robust validation strategies to ensure data parity and quality between legacy and modern systems throughout the migration process. - Drive Operational Excellence: Enhance our data platform's reliability by contributing to SLOs/SLAs, observability, and incident response practices. - Data Experience: Possess a strong understanding of contact center analytics and the data used to measure and improve customer interactions. Qualifications - 6–8 years of software engineering experience with a strong background in distributed systems and large-scale data platforms. - Experience driving or heavily contributing to legacy-to-modern platform migrations (e.g., Hadoop/Impala to Databricks). - Strong understanding of the Databricks Ecosystem, including Jobs, Delta Lake, and cluster configuration/optimization. - Proficient in Python for ETL scripting and deep expertise with Databricks for designing, debugging, and rewriting production DAGs. - Experience with cloud-native data storage (specifically Google Cloud Storage) and interfacing with Kubernetes (GKE) microservice architectures. - Deep understanding of distributed data processing and real-time vs. batch trade-offs. - Familiarity with data integration patterns (connectors, webhooks, event-driven systems). - Experience managing and integrating with cloud-native data infrastructure (GCP preferred). - Strong focus on platform reliability, scalability, observability, and data parity validation. - Excellent "vibe coding" skills: comfortable guiding, prompt engineering, and utilizing AI-assisted development tools. - Comfort working across multiple regions and collaborating with globally distributed teams (US, EU, Israel, India). Requirements - Experience in conversational AI, contact center platforms, or customer engagement systems (nice to have). - Experience with Java or Scala, particularly for deciphering legacy codebases during migration (nice to have). - Experience with CI/CD pipelines (nice to have). Benefits - Financial Security & Growth: Additional pension scheme (LivePerson contributes 20%), ESPP, and annual bonus depending on achievements. - Equipment: Internet and mobile reimbursement. - Development: Access to internal professional development resources. - Time Away & Family Support: Flexible Paid Time Off (PTO): Personal time off 33 days, vacation (28 days), and care days (5). - Paid public holidays. - Volunteering days to make a difference in your community. - Workplace Flexibility: Remote-first model with no defined working hours or boundaries. - Join our monthly connection pizza day in the office!

Role Description In this role, you will have the opportunity to: - Design, build, and maintain security measures to protect LivePerson's computer systems, networks, and information. - Identify and define security needs for our systems, following industry best practices and rules. - Create detailed security plans for our computer systems, both our own and those we use in cloud services. - Collaborate with other teams to find, fix, and reduce security issues in our cloud systems, software, and processes. - Write clear instructions and procedures for our security practices. - Set up and fix problems with security tools and services. - Develop technical solutions to make our systems more secure and automate repetitive security tasks. - Serve as a key expert to help Security Analysts and external security partners with complex issues. - Ensure the security of all IT and operations areas so our systems work well, and our data stays private, accurate, and available. - Document, monitor, and report on various security systems and processes to make sure our systems and data are secure and working correctly. - Help choose the best security tools with other teams to meet the company's needs. - Test, maintain, and improve our security solutions to meet the highest security standards. - Work closely with IT and System teams to strengthen the security of our cloud and infrastructure tools, following security rules and best practices. - Analyze data from systems to find any unusual or potentially harmful activity. - Be available to respond to urgent security issues outside of regular work hours (on-call rotation). Qualifications - Hands-on experience working with multiple cloud services. - Practical experience with networking, and systems like Elastic, OKTA, IDM, AD, JAMF, Windows, Linux, and MacOS. - Experience in responding to security incidents and analyzing system logs. - Familiarity with Python or other scripting languages. - At least 3 years of experience in IT or System teams within a software or cloud-based company. - Experience creating and working with procedures, reports, service level agreements (SLAs), and escalation processes. - Ability to perform well under pressure in fast-changing environments. - Strong communication and teamwork skills, including excellent written and spoken English skills. - Good problem-solving skills and the ability to stay calm under pressure. - A valid Comptia CySA+ certification. Requirements - You need to be available to provide support during US business hours. - This job includes being part of an on-call rotation for after-hours support. - Strong interpersonal skills are important. - Critical thinking abilities are necessary. - Attention to detail is required. - You should be able to manage your tasks and meet deadlines. - The ability to work independently with minimal supervision is important. Benefits - Your entrepreneurial spirit will be supported. - We love team members who chase down their big ideas, become experts, help colleagues, and own their work. - We are proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. - The option to work remotely has helped shape who we are today. - Employees choose the environments that work best for them from anywhere in North America.

Role Description Welcome to the Cloud DevOps Core (CDC) team at LivePerson! We are a team of DevOps engineers located across Poland and Germany, supporting our global infrastructure and development teams. We are seeking a hands-on Senior DevOps Engineer to join our growing team in Sofia, Bulgaria. In this role, you will own and evolve our GKE-based platform infrastructure, ensuring reliability, scalability, security, and compliance across LivePerson's cloud environments. You will work closely with platform and application teams to improve how infrastructure is operated, observed, and optimized. You’ll thrive here if you: - Take ownership, learn from mistakes, and deliver with excellence. - Collaborate with integrity and uplift your teammates. - Build partnerships that move our technology forward. - Use data to guide decisions and foster continuous improvement. - Are already using AI and LLM tools in your day-to-day work, not as a novelty, but to actually get infrastructure problems solved faster. Qualifications - 5+ years in DevOps, Cloud, or SRE roles. - Strong hands-on experience with GCP — including GKE, IAM, VPC networking, GKE Fleet, Workload Identity Federation, and GCP Secret Manager. - Proficiency in Terraform for infrastructure as code across complex, multi-environment setups. - Solid Kubernetes experience — cluster operations, node pools, RBAC, network policies, and troubleshooting. - Experience with GitOps principles and FluxCD (or equivalent tools like ArgoCD) in production. - Hands-on experience with Istio or another service mesh — traffic management, mTLS, and observability. - Experience with HashiCorp Vault for secrets management and access policy enforcement. - Experience with OPA Gatekeeper, External Secrets Operator (ESO) for Kubernetes secret synchronization. - Strong scripting skills in Bash and/or Python. - Experience with monitoring and logging tools — Prometheus, Grafana, and log aggregation pipelines. - Demonstrated use of AI or LLM tools to improve infrastructure work — for example, using AI to assist with Vault policy generation, Kubernetes troubleshooting, Cilium network policy design, or workload optimization. Requirements - Experience with ScaleOps or similar resource optimization platforms. - Experience with Cilium or other eBPF-based Kubernetes CNI tools. - Experience with Flagger for progressive delivery and automated canary rollbacks. - Experience with KEDA for event-driven autoscaling. - Familiarity with SOPS and KMS for secret encryption in GitOps workflows. Benefits - Health: medical, dental, and vision. - Development: Native AI learning. - Time away: 28 vacation days. - Development: Generous tuition reimbursement and access to internal professional development resources. - Additional: Food Vouchers. - Multisport card. - MacBook device.

Role Description This role focuses on the end-to-end AI lifecycle, encompassing systems for products Conversational AI, Conversational Builder, Agent Assist, KAI etc. You will be responsible for defining the technical roadmap to enhance AI accuracy, scalability, and performance, ensuring seamless and intelligent handling of customer interactions. Your work will directly impact customer satisfaction and operational efficiency by leveraging cutting-edge LLMs and natural language processing to deliver world-class conversational experiences. You will collaborate closely with cross-functional teams, including Engineering, Data Science, Sales, and Customer Success, to define product strategy, prioritize features, and deliver innovative solutions that ensure scalability, reliability, and best-in-class experiences for brands. Key Responsibilities & Impact - Product Strategy: Develop and articulate a clear product vision and strategy for Conversational AI Teams, ensuring alignment with the company's goals and strategic advancements. - Feature Prioritization: Define, review feature requests, and prioritize product features and enhancements based on customer feedback, market research, competitive analysis, and business objectives, focusing on message processing, real-time routing, and system scalability. - Roadmap Planning: Create and maintain a detailed product roadmap, outlining key milestones, dependencies, and timelines for delivering new AI capabilities that enhance conversation handling and agent assist features. - Cross-Functional Collaboration: Work closely with Engineering, Infrastructure, Cloud, AI/ML teams, Sales, and Customer Success to align priorities and drive execution of platform improvements that optimize system performance and reliability. - Scalability and Performance: Champion a platform-first approach, ensuring the Conversational AI platform infrastructure is designed for high availability, low latency, and the ability to process billions of messages with optimal efficiency. - Market Analysis: Conduct ongoing research and analysis to identify emerging trends in large-scale messaging, Conversational AI, AI-driven routing, and emerging LLM trends to inform platform evolution. - Customer Engagement: Engage with enterprise customers, partners, and internal stakeholders to gather insights on performance bottlenecks, pain points, and evolving needs, translating feedback into actionable product improvements. - Go-to-Market Strategy: Partner with Marketing, Sales, and Customer Success teams to develop go-to-market strategies, ensuring seamless adoption of new platform features and driving overall business impact. - Performance Tracking: Define key performance indicators (KPIs) and metrics to measure the effectiveness of Conversational AI platform capabilities, leveraging data to optimize performance, reduce latencies, and improve AI routing and resolution accuracy. - Thought Leadership: Stay informed about advancements in Conversational AI systems, large language models (LLMs), and best practices in high-scale AI infrastructure, sharing insights to drive platform innovation. Qualifications - Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred). - 7+ years of experience in product management, with a track record of successfully launching and managing SaaS products or platforms. Having experience in AI/ML-centric SaaS products or platforms in the enterprise space is a plus. - Deep understanding of Conversational AI systems, including natural language processing (NLP), Large Language Models (LLMs), dialog management, and the underlying technical architecture. - Proven ability to develop and execute product strategy, prioritize features, and drive product roadmap planning in a fast-paced, agile environment. - Strong analytical skills, with the ability to gather and interpret data, identify trends, and make data-driven decisions. Having AI performance metrics (e.g., resolution rate, accuracy, latency) is a plus. - Excellent communication, collaboration, and leadership skills, with the ability to influence and inspire cross-functional teams. - Experience working with enterprise customers and a strong customer focus, with the ability to empathize with customer needs and pain points. - Passion for innovation, creativity, and solving complex problems to deliver impactful solutions in the rapidly evolving Conversational AI industry. Requirements - The salary range for this role will be between $130,000 - $150,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. Benefits - Health & Wellbeing: - Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs. - Wellness Resources: Access to wellbeing resources and programs including our EAP plan. - Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling. - Financial Security & Growth: - 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution). - HSA & FSA Plans: To help you plan for health-related expenses on a pre-tax basis. - Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth. - Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance. - Development: Access to internal professional development resources. - Time Away & Family Support: - Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval. - Paid Public Holidays. - Generous Parental Leave Policy: Including maternity/paternity support and fertility services. - Workplace Flexibility: - Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.

Role Description We are seeking a NoSQL Database Engineer (L2) with 7+ years of experience building and managing large-scale production database environments. This role focuses on production reliability, platform engineering, and the architectural evolution of NoSQL systems like Cassandra, Couchbase, and Redis. - Own and architect high-availability NoSQL platforms and replication strategies. - Design and implement database provisioning platforms using Terraform. - Lead incident response for critical outages and define SLIs/SLOs. - Execute cloud migration strategies from on-premises to GCP. - Participate in 24/7 on-call rotations to support critical infrastructure. Qualifications - Expertise in architecture and troubleshooting of one or more of the following: Cassandra, Couchbase, or Redis. - Managing Cloud SQL on GCP and Infrastructure as Code (Terraform). - Automation and scripting with Python, Go, or Bash. - Monitoring tools like Prometheus and Grafana. Benefits - Personal time off 15 days - Casual (5) days, Care Days (5) & Sick Days (5). - Medical Insurance: 8 Lakhs Family Floater that covers employee, spouse, 3 children and parents or In-laws. - Group Personal Accident: 3x of the employee’s Gross Salary. - Group Term Life: 3x of the employee’s Gross Salary. - Volunteering Days – Use them to make a difference in your community. - Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares. - Learning & Development: We actively support your professional journey with robust programs for growth and learning development.

Role Description As an Enterprise Account Executive, you will be a key driver of growth within our North American Enterprise Sales organization, responsible for acquiring some of the largest and most recognizable brands in the United States. This is a true hunter role focused on opening new doors, creating opportunities where none exist, and leading complex enterprise sales cycles from initial engagement through close. You will serve as a trusted advisor to senior business and technology leaders, helping organizations transform how they engage with customers through AI-powered customer experiences. Your primary objective is to consistently exceed revenue targets by building executive relationships, uncovering strategic business initiatives, and positioning LivePerson’s Conversational AI platform as a catalyst for measurable business outcomes. Reporting to the Director of Sales, this role sits within our Field Sales organization and plays a critical role in accelerating LivePerson’s growth across the US enterprise market. Key Responsibilities & Impact - Own and execute a strategic territory plan focused exclusively on acquiring net-new enterprise customers and creating new business opportunities within a defined target market. - Build and maintain a robust pipeline through proactive prospecting, executive outreach, relationship building, partner engagement, and targeted outbound sales strategies. - Lead complex, multi-stakeholder sales cycles from initial engagement through close, navigating technical, operational, financial, and executive buying committees to secure transformational new business. - Consistently achieve and exceed annual revenue targets by generating qualified pipeline, creating demand, and winning new enterprise logos. - Develop relationships with executive decision-makers across Customer Experience, Contact Center Operations, IT, Digital, Marketing, and Sales organizations. - Engage C-level stakeholders with compelling business cases that connect AI-driven transformation initiatives to measurable financial and operational outcomes. - Position LivePerson as a strategic business partner by leveraging industry expertise, competitive insights, and a consultative, value-based sales approach. - Utilize the MEDDPICC framework to effectively qualify opportunities, manage complex deal cycles, and deliver accurate forecasting. - Operate as the CEO of your territory, coordinating internal stakeholders across Business Development, Solutions Consulting, Product, Marketing, Legal, and Professional Services to drive successful outcomes. - Partner closely with Customer Success and Product teams to ensure customer feedback, market trends, and competitive intelligence inform future innovation. - Champion customer needs internally while maintaining momentum throughout the sales process and ensuring an exceptional buying experience. Qualifications - 6+ years of quota-carrying sales experience, including at least 4+ years selling complex enterprise software solutions into large organizations. - Demonstrated success acquiring net-new enterprise customers and consistently exceeding quota in highly competitive markets. - Experience selling SaaS, AI, Customer Experience (CX), Contact Center, CCaaS, BPO, or adjacent enterprise technology solutions. - Strong background in strategic, value-based selling, including executive-level discovery, business case development, and multi-threaded account engagement. - Bachelor's Degree or equivalent experience. - Strong understanding of enterprise technology trends, digital transformation initiatives, and the growing impact of AI on customer engagement. - Ability to confidently engage both business and technical audiences, translating complex technology into business value. - Highly disciplined in pipeline management, account planning, forecasting, and CRM hygiene. - Experience navigating long, complex sales cycles involving multiple stakeholders, procurement teams, and executive decision-makers. Requirements - The base salary range for this role will be between $140,000 - $160,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. Benefits - Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs. - Wellness Resources: Access to wellbeing resources and programs including our EAP plan. - Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling. - 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match. - HSA & FSA Plans: To help you plan for health-related expenses on a pre-tax basis. - Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares. - Additional Insurances: Basic and supplemental life insurance, AD&D insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance. - Access to internal professional development resources. - Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval. - Paid Public Holidays. - Generous Parental Leave Policy: Including maternity/paternity support and fertility services. - Remote-First Model: This role is fully remote, offering excellent work-life balance and flexibility.

Support Engineer II Bulgaria LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences. At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. What You Will Own? - Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction - Provide technical support within SLA, ensuring a high level of professionalism and customer satisfaction - Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented) - Take ownership of technical issues, mentor and provide consultations to Tier 1 and work with our L3 Team to resolve more advanced issues when necessary What You Need for Success? - 1-3 years of experience in a similar role in a SaaS or web company - Excellent troubleshooting skills with strong hands-on experience - Excellent service-oriented verbal and written English communication skills - Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge. - Ability to self-learn and work with international teams - Strong analytical skills, ability to make relevant conclusions and provide insights - Application support hands-on experience (not IT / helpdesk support) - Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc’ - Good understanding of HTML/CSS - required - Basic understanding of JS - preferred - Good understanding of data retrieval using SQL - required - Familiarity with the core concepts of networking, APIs and SDKs - required - Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management - Discipline to conduct on-call duties as required by the business Additional responsibilities of Support Engineer II (L2): - Maintain a high level of technical expertise at all times, mentor and provide consultations to L1 and L2 Support Engineers. - Enforce Tech Support processes and ensure top performance and adherence to KPIs. - Take ownership of escalated issues (L2 level) and work with our L3 (SME) Team to resolve more advanced issues when necessary. - Lead/participate in the Support organization’s internal projects Technical Expertise: - 3-5 years of experience as Tier 2/3 Support Engineer in a SaaS or web company - Excellent troubleshooting skills with strong hands-on experience - Excellent service-oriented verbal and written communication skills - Ability to drive people to achieve their goals - Ability to determine pain points and/or points to improve existing processes and suggest improvements. - Natural curiosity to solve problems and willingness to deep dive to obtain the relevant knowledge. - Ability to self-learn and work with international teams - Strong analytical skills and ability to provide insights - Application support hands-on experience (not IT / helpdesk support) - Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc’ - Good understanding of HTML/CSS - required - Basic understanding of JS - preferred - Good understanding of data retrieval using SQL - required - Familiarity with the core concepts of networking, APIs and SDKs - required - Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management - Discipline to conduct on-call duties as required by the business Benefits: - Health: medical, dental, and vision - Time away: 28 vacation days - Development: Generous tuition reimbursement and access to internal professional development resources. - Additional: Food Vouchers. - #LI-Remote Why you’ll love working here: As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. Belonging at LivePerson: We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection. The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com

Role Description LivePerson is currently seeking a creative and talented professional to join our APJ Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success. Who You Are Committed to Being - A Standout Colleague: You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences. - Mission-Driven: Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI. - Value-Oriented: Laser-focused on customer value and ensuring best practices are adopted for product use. - Analytical Thinker: Able to listen, think logically, strategically, and tactically to solve sophisticated problems and handle complex client issues. - Autonomous & Proactive: Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast-paced, dynamic environment. You Will: Key Responsibilities & Impact - Strategic Account Management & Impact: - Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success. - Take full accountability of your accounts in all aspects from onboarding to renewal. - Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle. - Manage strategic and high-value client accounts, exerting a significant influence on customer outcomes and the success of the customer success team. - Play an active role in decision-making related to strategic customer engagements and collaborate with senior leadership to align customer success strategies with broader company goals. - Relationship & Execution: - Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts. - Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes. - Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes. - Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions. - Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use. - Facilitate and lead regularly scheduled, weekly, monthly, or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations. - Develop customer references and case studies. - Team Support: - Actively mentor, guide, and provide supervision to junior team members to assist them in achieving their objectives. - Exercise high discretion in handling complex customer escalations, negotiations, and cross-functional collaborations across other functional areas of the firm. Qualifications - Typically requires a Bachelor’s degree and a minimum of 6 years of related experience; or a Master's degree with 4 years of experience; or equivalent work experience. - 6 to 7+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organization. - SaaS experience with Enterprise organizations is preferred. Possesses a deep understanding of the company's products, services, and industry trends to contribute to product development. - Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred. - Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes. - Demonstrated leadership, strong negotiation, and conflict resolution skills with a proven ability to provide thought leadership within the customer success field. - Strong interpersonal skills and experience building strong executive relationships. - Proven track record of delivering highly-professional customer service in an ambiguous environment. - Ability to multitask, prioritize, and utilize effective time management skills to ensure that work-related activities are completed in an accurate and timely manner. - Excellent communication, presentation, listening, and cross-functional collaboration skills. Benefits - Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. - Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security. - Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members. - Generous parental leave policy. - LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. - Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares. - Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends. - Remote-First Model: This role is fully remote, offering excellent work-life balance and flexibility.