Lead Zendesk Systems Engineer
TicketmasterResponsibilities
- Own the architecture, global configuration framework, reusable workflow patterns, and complex engineering changes for Zendesk, Five9, and other SaaS contact center platforms.
- Design scalable, performant, secure, resilient systems and integrations while defining system boundaries and aligning technical and business requirements.
- Lead cross-functional problem-solving, coordinate resources, and drive alignment on system-level decisions and trade-offs.
- Mentor and coach junior engineers and raise technical standards across the team.
- Improve system performance, incident resolution, operational efficiency, and cost optimization while proactively identifying risks.
- Own deployment automation, modular development practices, and custom API-based integrations with other systems.
- Monitor performance and availability and lead troubleshooting and root-cause resolution for complex incidents.
- Support and optimize contact center channels and workflows across global markets.
- Establish operating procedures, documentation, code review, and QA standards for platform administration.
- Apply AI tools to explore data, code, and processes while validating outputs for accuracy and bias.
Requirements
- Proven experience managing and configuring CX/CRM and contact center platforms, with experience acting as a technical leader.
- Experience designing scalable, resilient, and secure systems and architectures, including defining system boundaries and planning for long-term scalability.
- Strong operational excellence experience in deployment automation, monitoring, incident resolution, and cost optimization.
- Experience with multi-channel contact center environments including voice, email, social, chat, chatbots, and automations.
- Experience mentoring junior engineers and coordinating work across cross-functional teams.
- Strong problem-solving, analytical, and data analysis skills, with the ability to balance competing objectives and drive alignment.
- Ability to lead projects and manage multi-team initiatives within predefined time windows.
- Excellent communication and interpersonal skills and the ability to work independently and collaboratively.
- Working familiarity with AI tools and appropriate application, including validating outputs for accuracy and bias.
- Experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, and Decagon AI or equivalent contact center technologies.
- Experience with large contact centers is preferred or advantageous.
- Zendesk Certification is preferred.
Benefits
- Permanent, full-time employment.
- Hybrid work arrangement in Manchester, United Kingdom.
- Inclusive workplace with opportunities to develop professionally and personally.
- Support for balancing work and home life.
Tech Stack
Categories
About Ticketmaster
Ticketmaster gives millions of fans – worldwide – fair and easy access to the biggest and best in live entertainment. Driven by innovation, unparalleled scalability, and unmatched support, we are the definitive leader in professional ticketing solutions. Over 12,000 artists, teams, and venues around the world trust us to power their amazing performances daily — with more than 500 million tickets sold each year. We are a diverse team of 6,500+ global employees and a proud division of Live Nation Entertainment (NYSE: LYV), the world’s leading live entertainment company and an organization certified as a Great Place to Work®. Everything we do starts with our passion to dream, design, and deliver the unforgettable experience of live. Because we’re fans too — and live only happens once.