Lead AI Experience Engineer (Remote, United Kingdom)

Live Nation Entertainment
United Kingdom
Workplace: RemoteFull timeFunction: Data Science & Machine LearningSkills: ["Communication","Stakeholder management","Systems thinking","Problem-solving","Leadership"]

Provide technical leadership for agentic AI services that power Ticketmaster’s client and fan support experiences. You’ll design how AI agents understand needs, maintain context, apply business rules, use tools and data safely, and complete support tasks. Establish reusable patterns, quality standards, and evaluation frameworks, conduct design/quality reviews, and mentor engineers while partnering with Product, Support Operations, Data Science, Platform, QA, Security, and Knowledge Management teams.

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FursaFursa
Live Nation Entertainment
Live Nation Entertainment
4 days ago

Lead AI Experience Engineer (Remote, United Kingdom)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide technical leadership for agentic AI services that power Ticketmaster’s client and fan support experiences. You’ll design how AI agents understand needs, maintain context, apply business rules, use tools and data safely, and complete support tasks. Establish reusable patterns, quality standards, and evaluation frameworks, conduct design/quality reviews, and mentor engineers while partnering with Product, Support Operations, Data Science, Platform, QA, Security, and Knowledge Management teams.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide technical leadership for agentic AI across the TM1 Client & Fan Support Engineering team, defining technical direction and strengthening team AI capabilities.
  • •Design AI experiences that understand client/fan needs, apply business rules, maintain context, use tools/data, and safely complete support tasks.
  • •Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows.
  • •Establish reusable patterns and standards for prompts, NLU, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff.
  • •Define and monitor AI quality measures and partner across Product, Support Operations, Data Science, Platform, QA, Security, and Knowledge Management; mentor AI engineers.

Key Requirements

  • •Significant experience designing and leading conversational, generative, or agentic AI solutions.
  • •Deep understanding of LLMs, prompt engineering, agent behavior/reasoning, context management, memory, tool calling, and workflow orchestration.
  • •Strong expertise in NLU (intent/entity modeling), semantic understanding, dialogue management, 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, responsible AI practices, and AI evaluation frameworks.
Skills:CommunicationStakeholder managementSystems thinkingProblem-solvingLeadership
Tech Stack:LLMsPrompt engineeringNatural language understandingNLUIntent and entity modelingDialogue managementRAGSemantic searchEnterprise knowledge systemsGroundingObservabilityAPIsCloud servicesSoftware architectureIntegration patternsRegression testingAI evaluation frameworksTool callingWorkflow orchestration

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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