Lead Zendesk Systems Engineer (Manchester, United Kingdom)

Job description

Job Summary: JOB DESCRIPTION – Lead Systems Engineer-Agent Workspace Location: Manchester, United Kingdom (hybrid) Division: Fan Support Technology Contract Terms: Permanent, Full-time THE TEAM Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fans’ interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. Our technology and services help make it easier for fans to connect with their favorite events and performers. THE JOB As a Lead Systems Engineer within the Global Fan Experience team, you will be the technical leader within your team for the design, configuration, and maintenance of contact center technology platforms serving 100+ different Ticketmaster & Live Nation brands around the world. You will lead cross-functional problem-solving, mentor and guide junior engineers, and coordinate resources across multiple teams to deliver complex, multi-team initiatives. Balancing competing priorities, you will drive alignment on system-level decisions, shape medium-term technical planning, and ensure our agent workspace platforms are scalable, secure, resilient, and well integrated with the wider ecosystem — while ensuring customer data is properly managed and protected. WHAT YOU WILL BE DOING Providing technical leadership within the team and owning the architecture, global configuration framework, reusable workflow patterns, and complex engineering changes for SaaS contact center platforms such as Zendesk and Five9. Establishing standards and guardrails for business administrators, while routine administration and local macros, views, and workflow configuration remain business-owned. Leading the design of scalable, performant, secure, and resilient systems and integrations — defining clear system boundaries and ensuring alignment with both business and technical requirements. Leading cross-functional problem-solving, coordinating resources across teams, and driving alignment on system-level decisions and trade-offs. Mentoring and coaching junior engineers, sharing knowledge, and raising the technical bar across the team. Leading improvements in system performance, incident resolution processes, and cost optimization, balancing operational efficiency with stability and proactively identifying risks. Owning deployment automation and modular development practices, and building and maintaining custom integrations with other systems and applications using APIs. Monitoring performance, ensuring availability, and leading troubleshooting and root-cause resolution of complex incidents as they arise. Supporting, implementing, and optimizing contact center channels and workflows across markets. Establishing and maintaining operating procedures, documentation, code review, and QA standards for the administration of the platforms in line with company policies and processes. Applying AI tools appropriately to explore data, code, and processes that accelerate delivery and decision-making, validating outputs carefully for accuracy and bias. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Proven years of experience managing and configuring CX/CRM and contact center platforms, including a track record of acting as a technical leader within a team. Proven experience leading the design of scalable, resilient, and secure systems and architectures, including defining system boundaries and planning for long-term scalability. Strong operational excellence background: deployment automation, monitoring, incident resolution, and cost optimization. Experience with multi-channel environments, including voice, email, social, chat/chatbots, and automations. Experience mentoring junior engineers and coordinating work across cross-functional teams. Strong problem-solving, analytical, and data analysis skills, with the ability to balance competing objectives and drive alignment on system-level decisions. Ability to lead projects and manage workload and multi-team initiatives within predefined time windows. Excellent communication and interpersonal skills, and the ability to work both independently and as part of a team. Working familiarity with AI tools and their appropriate application, including validating outputs for accuracy and bias. Experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, Decagon AI or equivalent contact center technologies preferred. Experience with large contact centers is a plus. Zendesk Certification Preferred. YOU (BEHAVIOURAL SKILLS) Working Professionally: You set and role-model high standards, consistently meeting quality standards even with competing priorities, and proactively communicate progress. Working to Achieve Results: You take ownership and deliver results with appropriate independence, handle setbacks constructively by focusing on solutions and learning, and weigh both the short- and long-term impact of your work. Working with Others: You proactively seek collaboration opportunities, share knowledge and resources to strengthen working relationships, and adjust your communication to ensure clarity and respect across different audiences and contexts. Working Innovatively: You help solve cross-functional challenges by sharing ideas and seeking input from other perspectives, and you identify opportunities to add value through improved processes, solutions, and collaboration. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review. #LI-JCK #LI-Hybrid Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.