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Lead Systems Engineer –Agent Workspace

Live Nation
Manchester, GBR
Full-time
Hybrid
Discovered 1 weeks ago
SaaS contact center platformsZendeskFive9CX/CRM systemsSystems architectureDeployment automation
Free

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SaaS contact center platformsZendeskFive9
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The Role

Lead technical design, configuration, and maintenance of contact center technology platforms serving more than 100 Ticketmaster and Live Nation brands worldwide.

Own system-level decisions, medium-term technical planning, scalability, security, resilience, integrations, and customer data protection.

Location and Contract

  • The role is based in Manchester, United Kingdom, with a hybrid working arrangement.
  • The position is permanent and full-time.

What You Will Do

  • Lead architecture, global configuration, reusable workflow patterns, and complex engineering changes for platforms such as Zendesk and Five9.
  • Design secure, resilient, scalable systems and integrations with clear system boundaries.
  • Coordinate cross-functional problem-solving, resources, and system-level trade-offs.
  • Mentor junior engineers and improve technical standards across the team.
  • Improve performance, incident resolution, cost optimization, deployment automation, and modular development practices.
  • Build API-based integrations, monitor availability, and lead complex incident troubleshooting and root-cause resolution.
  • Optimize contact center channels and workflows across markets.
  • Maintain procedures, documentation, code review, and QA standards.
  • Use AI tools to accelerate delivery and decision-making while checking outputs for accuracy and bias.

Technical Skills and Experience

  • Proven experience managing and configuring CX/CRM and contact center platforms as a technical team leader.
  • Experience designing scalable, resilient, and secure systems and architectures.
  • Operational excellence experience in deployment automation, monitoring, incident resolution, and cost optimization.
  • Experience with voice, email, social, chat, chatbots, and automated contact center environments.
  • Experience mentoring junior engineers and coordinating cross-functional work.
  • Strong analytical, problem-solving, communication, and interpersonal skills.
  • Ability to lead projects and multi-team initiatives within defined time windows.
  • Working familiarity with AI tools and output validation for accuracy and bias.
  • Experience with listed web technologies, programming languages, productivity tools, analytics tools, APIs, collaboration tools, and contact center platforms is preferred.
  • Large contact center experience is a plus, and Zendesk Certification is preferred.

About Ticketmaster

Ticketmaster is a global ticket marketplace and provider of enterprise tools and services for the live entertainment business.

The company emphasizes reliability, teamwork, integrity, belonging, and an inclusive working environment.

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