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For Companies At a Glance
- Tasks: Manage and enhance contact centre technology for Ticketmaster and Live Nation brands globally.
- Company: Join Live Nation, the world's largest live entertainment company, dedicated to fan experiences.
- Benefits: Enjoy a hybrid work model, inclusive culture, and opportunities for personal and professional growth.
- Why this job: Be part of a passionate team transforming live events and enhancing fan interactions.
- Qualifications: Experience with CX CRM platforms, strong problem-solving skills, and familiarity with coding languages preferred.
- Other info: Inclusive environment encouraging diverse perspectives and personal authenticity.
The predicted salary is between 28800 - 48000 £ per year.
Location: Manchester, UK
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.
THE JOB
As a Systems Engineer within the Global Fan Experience team, you will play a key role in the development, configuration, and maintenance of contact center technology platforms for 100+ different Ticketmaster & Live Nation brands around the world. You will be responsible for managing and maintaining our company's contact center platforms to meet the needs of our business and customers. You will collaborate with cross-functional teams to ensure that agent workspace technologies are integrated with other systems and tools, maintain and enhance the environment, and ensure that customer data is properly managed and secured.
WHAT YOU WILL BE DOING
- Administering and managing SaaS products including Zendesk, Amelia, Five9, etc. contact center platforms to ensure optimal performance and user experience across multiple markets.
- Creating and maintaining custom integrations with other systems and applications using APIs.
- Development of new features, with a strong focus on agent workspace and automations.
- Monitor, test and implement workflows.
- Monitor performance, ensure availability, and troubleshoot to resolve incidents as they arise.
- Support, implement and/or optimize contact center channels.
- Establish and maintain operating procedures for the administration of the platforms in line with company policies and processes, including documentation.
- Code review and QA processes.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Proven years of managing CX CRM platforms.
- Experience with multi-channel environments, including voice, email, social, chat/chatbots, and automations.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Strong attention to detail and ability to multitask.
- Experience with large contact centers is a plus.
- Data Analysis skills.
- Ability to manage projects and workload within predefined time windows.
- Experience with HTML, CSS, Javascript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, Amelia or equivalent contact center technologies preferred.
- Zendesk Certification Preferred.
YOU (BEHAVIOURAL SKILLS)
- Working Professionally: You set high standards, committed to meeting customer needs, understand others' perspectives and seek to make incremental improvements to performance.
- Working to Achieve Results: You show willingness to learn, are organised and methodical, monitoring progress of work and present yourself confidently.
- Working with others: You work cooperatively with colleagues, communicate clearly, accept and adapt to change.
- Working Innovatively: You will be proactive and suggest improvements. Make connections, patterns and encourage a creative environment and align actions with wider goals.
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.
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 home life. 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.
Systems Engineer - Agent Workspace (Manchester, Hybrid) employer: Live Nation
Contact Detail:
Live Nation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems Engineer - Agent Workspace (Manchester, Hybrid)
✨Tip Number 1
Familiarise yourself with the specific contact centre technologies mentioned in the job description, such as Zendesk and Five9. Having hands-on experience or even a basic understanding of these platforms can set you apart during discussions.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've tackled challenges in previous roles. Be ready to discuss how you approached issues related to system performance or user experience.
✨Tip Number 3
Network with current or former employees of Ticketmaster or Live Nation. Engaging with them on platforms like LinkedIn can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to discuss your experience with APIs and integrations. Since the role involves creating custom integrations, being able to articulate your past projects and their outcomes will demonstrate your technical proficiency.
We think you need these skills to ace Systems Engineer - Agent Workspace (Manchester, Hybrid)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Systems Engineer role. Focus on your experience with contact centre technologies, SaaS products, and any programming languages mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for live entertainment and how your background makes you a great fit for the team. Mention specific technologies you've worked with, such as Zendesk or Five9, and how you can contribute to enhancing the fan experience.
Highlight Technical Skills: In your application, emphasise your technical skills, especially those related to CX CRM platforms and multi-channel environments. Be specific about your experience with APIs, data analysis, and any relevant certifications like Zendesk Certification.
Showcase Soft Skills: Don't forget to mention your interpersonal skills and ability to work collaboratively. Provide examples of how you've successfully worked in teams, adapted to change, and contributed to innovative solutions in previous roles.
How to prepare for a job interview at Live Nation
✨Know Your Tech Stack
Familiarise yourself with the specific technologies mentioned in the job description, such as Zendesk, Five9, and APIs. Be prepared to discuss your experience with these tools and how you've used them to enhance user experience in previous roles.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've tackled challenges in managing contact centre platforms. Highlight your analytical skills and ability to troubleshoot issues effectively, as this is crucial for the role.
✨Showcase Your Teamwork
Since collaboration is key in this position, be ready to share experiences where you worked with cross-functional teams. Emphasise your communication skills and how you adapt to changes within a team environment.
✨Emphasise Continuous Improvement
Discuss any initiatives you've taken to improve processes or systems in your past roles. This aligns with the company's value of innovation and shows that you're proactive about enhancing performance.
