Lead Systems Engineer –Agent Workspace
TicketmasterResponsibilities
- Own the architecture, global configuration framework, reusable workflow patterns, and complex engineering changes for 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 system-level decisions and trade-offs across multiple teams.
- Mentor junior engineers, share knowledge, and raise technical standards across the team.
- Improve system performance, incident resolution, operational efficiency, stability, and cost optimization.
- Own deployment automation, modular development practices, and custom API-based integrations.
- 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.
- Use AI tools appropriately 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 and serving as a technical team leader.
- Experience designing scalable, resilient, and secure systems and architectures, including system boundaries and long-term scalability planning.
- Strong operational experience with deployment automation, monitoring, incident resolution, and cost optimization.
- Experience with multi-channel 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 align system-level decisions.
- 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 validating their outputs for accuracy and bias.
- Experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, Decagon AI, or equivalent contact center technologies.
- Experience with large contact centers is a plus.
- Zendesk Certification is preferred.
Benefits
- Permanent, full-time employment.
- Hybrid work arrangement in Manchester, United Kingdom.
- Inclusive workplace with opportunities for professional and personal development.
- 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.