Lead AI Experience Engineer (Remote, United Kingdom)
Live Nation Entertainment6 days ago
Remote, United KingdomStaff+
Responsibilities
- Provide technical leadership and define technical direction for agentic AI across the Client & Fan Support Engineering team.
- Design AI experiences that understand user needs, maintain context, apply business rules, use tools and data, and complete support tasks safely.
- Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows.
- Establish reusable standards for prompts, NLU, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff.
- Conduct design and quality reviews, identify risks, and guide AI engineers in delivering reliable, maintainable, production-ready solutions.
- Define and monitor AI quality measures including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes.
- Partner with Product, Support Operations, Data Science, Platform, QA, Security, and Knowledge Management teams.
- Mentor AI engineers through technical guidance, feedback, design sessions, and knowledge sharing.
- Evaluate emerging AI technologies and recommend approaches that improve quality, delivery, and operational effectiveness.
Requirements
- Significant experience designing and leading conversational AI, intelligent assistant, generative AI, or agentic AI solutions.
- Deep understanding of LLMs, prompt engineering, agent behavior, reasoning patterns, context management, memory, tool calling, and workflow orchestration.
- Strong expertise in NLU, intent and entity modeling, semantic understanding, dialogue management, clarification strategies, and conversational design.
- Experience translating business rules and operational workflows into AI decision logic and user experiences.
- Experience designing guardrails, policy controls, escalation paths, failure handling, and responsible AI practices.
- Experience defining AI evaluation frameworks and using interaction data, testing, and analytics to improve performance.
- Knowledge of RAG, semantic search, enterprise knowledge systems, grounding, observability, and regression testing.
- Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices.
- Ability to lead complex initiatives, navigate ambiguity, and balance business value, customer experience, technical constraints, risk, and maintainability.
- Strong communication, stakeholder management, systems thinking, and problem-solving skills.
- Experience operating agentic AI solutions in production is preferred.
- Experience with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms is preferred.
- Experience in customer service, contact center, or high-volume digital support environments is preferred.
- Familiarity with Amelia, Zendesk, Five9, Salesforce, or comparable platforms is preferred.
- Knowledge of AI governance, privacy, security, accessibility, and multilingual support is preferred.
- Bachelor’s or master’s degree in a relevant discipline, or equivalent practical experience.
Benefits
- Remote work in the United Kingdom.
- Full-time employment with Ticketmaster.
- Inclusive workplace with support for professional and personal development and work-life balance.
- Equal-opportunity employer welcoming applicants regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.
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