Lead Systems Engineer –Agent Workspace

Live Nation Entertainment
Manchester
Workplace: HybridFull timeFunction: IT Operations (Systems/Network Admin)Skills: ["Problem-solving","Communication","Interpersonal skills","Mentoring","Analytical thinking"]

Lead the technical design, configuration, and maintenance of SaaS contact center platforms for Ticketmaster’s global fan experience. Own the architecture, reusable workflow patterns, and complex engineering changes across Zendesk and Five9, ensuring platforms are scalable, secure, resilient, and well integrated. Drive cross-functional system-level decisions, mentor junior engineers, improve performance and incident resolution, and build integrations using APIs—while validating AI-assisted outputs for accuracy and bias.

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FursaFursa
Live Nation Entertainment
Live Nation Entertainment
4 days ago

Lead Systems Engineer –Agent Workspace

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead the technical design, configuration, and maintenance of SaaS contact center platforms for Ticketmaster’s global fan experience. Own the architecture, reusable workflow patterns, and complex engineering changes across Zendesk and Five9, ensuring platforms are scalable, secure, resilient, and well integrated. Drive cross-functional system-level decisions, mentor junior engineers, improve performance and incident resolution, and build integrations using APIs—while validating AI-assisted outputs for accuracy and bias.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: IT Operations (Systems/Network Admin)
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide technical leadership and own the architecture, global configuration framework, reusable workflow patterns, and complex engineering changes for SaaS contact center platforms serving multiple brands.
  • •Lead design for scalable, performant, secure, and resilient systems and integrations, defining system boundaries and aligning business and technical requirements.
  • •Coordinate cross-functional problem-solving across teams, driving alignment on system-level decisions and trade-offs.
  • •Mentor and coach junior engineers, share knowledge, and raise the technical bar while establishing operating procedures, documentation, code review, and QA standards.
  • •Own deployment automation, modular development practices, custom API integrations, and ongoing performance monitoring, troubleshooting, root-cause resolution, and cost optimization.

Key Requirements

  • •Proven years of experience managing and configuring CX/CRM and contact center platforms, with a track record as a technical leader within a team.
  • •Experience leading the design of scalable, resilient, and secure systems and architectures, including long-term scalability planning and defining system boundaries.
  • •Strong operational excellence background across deployment automation, monitoring, incident resolution, and cost optimization.
  • •Experience with multi-channel contact center environments (voice, email, social, chat/chatbots, and automations).
  • •Working familiarity with AI tools and their appropriate application, including validating outputs for accuracy and bias.
Experience:Contact centers
Skills:Problem-solvingCommunicationInterpersonal skillsMentoringAnalytical thinking
Certifications:Zendesk Certification
Tech Stack:ZendeskFive9HTMLCSSJavaScriptPythonMicrosoft 365Google AnalyticsRESTful APIsJIRAConfluenceDecagon AIAPI integrationsAI tools

Company Brief

Live Nation Entertainment
Operates a global live entertainment platform that promotes concerts, manages ticketing, and runs venues and festivals. Connects artists, fans, and brands through large-scale events, sponsorships, and digital ticketing services.
Industry: Events & Live Entertainment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Beverly Hills, United States
Founded: 2010
Glassdoor
Glassdoor: 3.7
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