AI Automation & Integration Support

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.

About the role

The team at Laivly is looking for an AI Automation & Integration Support role to help support, configure, troubleshoot, and optimize Laivly's automation and AI-driven solutions. This position serves as a key link between clients, operations teams, AI specialists, and software developers to ensure successful implementation, maintenance, and continuous improvement of automation solutions. We’re looking for an entrepreneurial mindset, a fearless attitude, and a passion to take software technology to the next level. Our team not only takes pride in our work, but also in the way we do it.

This position is remote and open to candidates within the Philippines.

As an AI Automation & Integration Support, You Will...

• Provide support for AI automation, application, and integration-related issues.
• Configure, maintain, and troubleshoot client automation solutions and system integrations.
• Monitor application performance, alerts, and scheduled processes to identify and resolve issues proactively.
• Perform testing and validation of configurations, enhancements, and automation deployments.
• Collaborate with Technical Implementation Managers, Operations teams, developers, and AI specialists to support client requirements and solution delivery.
• Manage support tickets, incidents, requests, and escalations while ensuring SLA compliance.
• Analyze systems and processes to identify gaps, root causes, and opportunities for improvement.
• Create and maintain knowledge articles, SOPs, troubleshooting guides, and technical documentation.
• Support implementation activities, including configuration changes and solution rollouts.
• Contribute to continuous improvement initiatives by recommending process, configuration, and automation enhancements.
• Stay current on product functionality, technologies, and support best practices while supporting team knowledge sharing.

As an AI Automation & Integration Support, You Have...

• Bachelor of Science Degree in Computer Science or Information Technology or equivalent years of relevant work experience is required.
• Minimum 2 years of experience in a technical support, application support, or automation support role.
• Experience in BPO industry.
• Basic knowledge of configuration concepts, APIs, integrations, HTML, CSS, REGEX, or related technologies.
• Strong analytical and problem solving skills.
• Knowledge of Zendesk and JIRA.
• Accuracy and attention to detail.
• Effective communication skills.
• Adaptability to learn various functionalities of the system.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong collaboration and relationship-building skills.

Life at Laivly:

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with 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.