CRM & Contact Centre Systems Engineer

Location: Manchester, UK (hybrid 1-2 days in the office)

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 favourite events and performers.

THE JOB

As a Contact Centre Systems Engineer within the Global Fan Experience team, you will play a key role in the development, configuration, and maintenance of multiple contact centre and CRM technology platforms for 100+ different Ticketmaster & Live Nation brands around the world. You will manage and enhance the company's suite of contact centre and customer experience platforms, including Zendesk, Five9, Amelia, Salesforce, HubSpot, and related systems. You will collaborate with cross-functional teams to integrate these platforms with other tools and systems, maintain and optimise the environment, and ensure customer data is properly managed and secured. This is a hands-on engineering role where you will contribute both to business-as-usual platform operations and to project-based enhancements and innovations.

WHAT YOU WILL BE DOING

• Administer and manage a portfolio of contact centre and CRM platforms (including Zendesk, Amelia, Five9, Salesforce, HubSpot, and others) to ensure optimal performance and user experience across multiple markets
• Support new feature development, with a strong focus on improving agent workspace, automation, and platform integrations
• Develop and maintain custom integrations between systems using APIs
• Monitor system performance and availability; troubleshoot and resolve issues
• Implement and optimise contact centre channels including voice, chatbots, email, social, and more
• Support rollout of new tools and system changes in test and production environments
• Establish and maintain platform administration procedures and documentation
• Support data management, analytics, and reporting across platforms
• Work cross-functionally with global teams in multiple time zones

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Proven years of experience managing CRM and/or contact centre platforms in a technical/engineering capacity
• Familiarity with multi-platform environments (Zendesk, Salesforce, HubSpot, Five9, Amelia or equivalent)
• Experience with multi-channel customer experience environments (voice, chat, social, email, automations)
• Experience with API integrations and RESTful APIs
• Strong problem-solving and analytical skills
• Ability to work independently and in a global team
• Strong attention to detail and ability to manage projects to deadlines
• Data analysis skills desirable
• Technical skills with some or all of: HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, Jira, Confluence
• Zendesk Certification or equivalent contact centre platform certification is a plus

YOU (BEHAVIOURAL SKILLS)

• Working Professionally: Set high standards, committed to customer experience, continuously seek improvement
• Working to Achieve Results: Organised, methodical, proactive in learning and delivery
• Working with Others: Collaborative, communicates clearly, adaptable to change
• Working Innovatively: Suggests improvements, fosters innovation, aligns 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. 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.