Location: London, UK Remote Status: Fully Remote (#LI-Remote)
LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.
Position Overview
A pivotal and transformative leadership role within LivePerson, the Senior Director of EMEA Pre-Sales and Solution Architecture bridges the gap between visionary commercial execution and rigorous technical delivery. This leader will head the EMEA Pre-Sales Engineering and Solution Architecture Office, managing two distinct but highly collaborative functions: a high-impact Pre-Sales team focused on winning new business, and a team of billable Solution Architects focused on post-sales delivery and technical governance.
This role demands a unique combination of the "Art of Pre-Sales", strategic deal discovery, value-driven storytelling, and creative solution ideation, balanced with the "Grounded Reality of Delivery". You will ensure that what is dreamed up in the sales cycle is seamlessly, scalably, and profitably delivered by our architecture teams.
You Will: Key Responsibilities & Impact
1. The Art of Pre-Sales & Strategic Deal Ideation
- Strategic Deal Discovery: Support and lead strategic deal discovery, ideation, and education programmes across EMEA to uncover enterprise customer pain points and map them to high-value solutions.
- Value-Driven Demonstrations: Guide and mentor a team of Solution Consultants in delivering high-quality, value-driven consultations and platform demonstrations across LivePerson’s Conversational Cloud and Conversational AI suites.
- Culture of Innovation: Promote a culture of innovation, creativity, and proactive problem-solving essential for achieving ambitious growth targets and capturing market share.
- Sales Enablement & Partnership: Partner closely with Sales leadership to develop winning strategies for net-new opportunities, renewals, and upsells. Actively participate in crafting winning responses to RFPs and complex technical proposals.
- Executive Influence: Directly interact with both existing and prospective customers, including technical influencers, economic buyers, and C-level executive leaders, to champion the technical sales process and translate complex architectures into business value.
2. The Grounded Reality of Delivery & Architectural Governance
- Billable Architecture Management: Oversee the Solution Architecture team, ensuring high utilisation, efficient capacity modelling, and the successful post-sales deployment of LivePerson software and services.
- Value-Driven Architecture: Lead the technical discovery and framing of LivePerson's portfolio, ensuring that innovative high-level solutions seamlessly integrate into complex customer infrastructures while maximising customer ROI.
- Scoping & Framework Governance: Drive the development of processes, solution blueprints, API integration standards, and scoping tools to ensure consistent execution and rapid scoping of delivery engagements.
- Resource & Workload Optimisation: Balance the workload, resource modelling, and regional assignments of front-line Pre-Sales team (Solution Consultants) and billable Solution Architects based on revenue targets, cost, capability, and delivery benefits.
3. Execution, Escalation & Scope Management
- Pipeline & Technical Milestones: Regularly track progress on high-value pre-sales opportunities, technical scoping phases, and complex Proof of Concepts (PoCs) to ensure a smooth transition from sales to implementation.
- Scope Governance: Manage technical scope, API requirements, and solution deliverables through a structured change management process to protect delivery margins and align customer expectations.
- Escalation Management: Act as the senior technical escalation point to help the architecture team mitigate and manage complex client issues during onboarding and implementation.
4. Cross-Functional Synergy & Knowledge Sharing
- Cross-Functional Conduit: Act as a critical conduit between Pre-Sales, Sales, R&D, Marketing, Partner Relations, and Post-Sales Delivery teams to leverage collective technical and industry expertise throughout the organisation.
- Continuous Technical Enablement: Ensure the continuous training of the team and wider organisation regarding LivePerson's Conversational Cloud APIs, Webhooks, FaaS (Functions-as-a-Service), and AI-driven middleware.
- Organisational Consistency: Act as a stabilising influence across the organisation, ensuring operational consistency, continuous improvement, and the execution of transformative corporate initiatives.
You Have: Required Skills & Qualifications
- Leadership Experience: 10+ years of Solution Architecture or Technical Pre-Sales experience, with 5+ years of dedicated leadership experience heading a Pre-Sales Engineering, Technical Consulting, or Enterprise Architecture practice.
- Commercial & Delivery Balance: Proven experience managing both pre-sales resources and billable, delivery-focused technical teams in a multi-product SaaS environment.
- Technical Acumen: Deep architectural understanding of API-first SaaS platforms, web services (REST, SOAP), integration middleware, webhooks, microservices, and identity management (OAuth, SAML). Strong familiarity with Conversational AI, LLMs, and Messaging protocols is highly preferred.
- The Hybrid Skillset: A distinctive ability to command a room of developers with deep technical authority, while equally comfortable delivering a value-driven, visionary presentation to a CIO or CMO.
- Influence & Agility: Exceptional oral and written communication skills, with a passion for mentoring employees, managing customer expectations through the implementation process, and driving technical excellence.
- Vision Setting & Value Storytelling: Proven capability to champion the narrative of conversational AI transformation by translating complex, technical architectures into compelling, value-driven business outcomes. Must possess the ability to inspire both internal teams and enterprise clients with a clear vision of the future state, masterfully connecting LivePerson’s technology to a customer's strategic goals, business metrics, and long-term ROI.
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Our Benefits & Perks
We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.
🏥 Health & Wellbeing
- Medical and Dental 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
- Workplace Pension Scheme: To help you plan for your financial future, our default pension setup starts with a 5% Company contribution (when you contribute 4%) and we’ll boost our contribution to 7.5% for any employee contribution of 5% or more.
- 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: Group Life insurance, Group Income Protection and Group Critical Illness cover.
- Development: Access to internal professional development resources.
👨👩👧👦 Time Away & Family Support
- Paid Time Off (PTO): 28 days leave (in addition to Bank Holidays). Plus, because life happens, we offer up to 5 additional Emergency Care Days once your PTO is exhausted - ensuring you're supported during unexpected family or personal situations.
- Parental Leave Policy: Paid Parental Leave and Maternity support.
💻 Workplace Flexibility
- Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also have access to WeWork space for those who wish to meet colleagues or collaborate in person.
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. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.
Belonging at LivePerson: Equal Opportunity Employer
We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.
Accessibility Commitment
LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
Important Candidate Notice
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. The 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
