Lead AI Experience Engineer (Remote, United Kingdom)
Ticketmaster2 hours ago
Remote, United KingdomStaff+
Responsibilities
- Provide technical leadership and direction for agentic AI across the Client & Fan Support Engineering team.
- Design intelligent AI experiences that understand 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, memory, 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.
- Preferred experience operating agentic AI solutions in production and with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms.
- Preferred experience in customer service, contact center, or high-volume digital support environments.
- Familiarity with Amelia, Zendesk, Five9, Salesforce, or comparable platforms.
- Knowledge of AI governance, privacy, security, accessibility, and multilingual support.
- Bachelor’s or master’s degree in a relevant discipline, or equivalent practical experience.
Benefits
- Remote work arrangement in the United Kingdom.
- Full-time employment.
- Inclusive workplace with support for work-life balance and professional and personal development opportunities.
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.