Lead Zendesk Systems Engineer

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

Lead the design, configuration, and maintenance of contact center technology platforms used by 100+ Ticketmaster and Live Nation brands. Own system architecture and global configuration frameworks for Zendesk and Five9, drive scalable and secure integrations via APIs, and improve performance, incident resolution, and cost optimization. Serve as a technical leader—mentoring engineers, setting standards, coordinating cross-team delivery, and applying AI tools with careful validation for accuracy and bias.

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FursaFursa
Live Nation Entertainment
Live Nation Entertainment
1 day ago

Lead Zendesk Systems Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead the design, configuration, and maintenance of contact center technology platforms used by 100+ Ticketmaster and Live Nation brands. Own system architecture and global configuration frameworks for Zendesk and Five9, drive scalable and secure integrations via APIs, and improve performance, incident resolution, and cost optimization. Serve as a technical leader—mentoring engineers, setting standards, coordinating cross-team delivery, and applying AI tools with careful validation 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 for system design, configuration, and maintenance of contact center technology platforms across global brands.
  • •Own platform architecture, global configuration frameworks, and reusable workflow patterns; manage complex engineering changes for Zendesk and Five9.
  • •Lead scalable, secure system and integration design, defining system boundaries and aligning technical and business requirements.
  • •Coordinate cross-functional problem-solving and drive alignment on system-level decisions and trade-offs.
  • •Mentor junior engineers, improve performance and incident resolution processes, and optimize costs through proactive risk identification and deployment automation.

Key Requirements

  • •Proven years of experience managing and configuring CX/CRM and contact center platforms, with a track record as a technical leader.
  • •Experience leading the design of scalable, resilient, and secure system architectures, including long-term scalability planning.
  • •Strong operational excellence background including deployment automation, monitoring, incident resolution, and cost optimization.
  • •Experience in multi-channel environments (voice, email, social, chat/chatbots, and automations).
  • •Familiarity with AI tools and appropriate application, validating outputs for accuracy and bias.
Experience:Contact centerCX/CRMMulti-channelSaaS
Skills:Problem-solvingAnalytical thinkingCommunicationInterpersonal skillsCollaboration
Certifications:Zendesk Certification
Tech Stack:HTMLCSSJavaScriptPythonMicrosoft 365Google AnalyticsRESTful APIsJIRAConfluenceZendeskFive9Decagon AIAI 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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