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For Companies At a Glance
- Tasks: Manage and enhance CRM and contact centre platforms for global brands.
- Company: Join Live Nation, the world's largest live entertainment company, dedicated to fan experiences.
- Benefits: Enjoy hybrid work options, a diverse culture, and opportunities for personal growth.
- Why this job: Be part of a passionate team transforming live events for millions of fans worldwide.
- Qualifications: Experience with CRM systems and strong problem-solving skills are essential.
- Other info: Inclusive environment encouraging authenticity and professional development.
The predicted salary is between 36000 - 60000 £ per year.
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.
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
- 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.
CRM & Contact Centre Systems Engineer employer: Live Nation Entertainment
Contact Detail:
Live Nation Entertainment Recruiting Team
accessibility@talentify.io
StudySmarter Expert Advice 🤫
We think this is how you could land CRM & Contact Centre Systems Engineer
✨Tip Number 1
Familiarise yourself with the specific CRM and contact centre platforms mentioned in the job description, such as Zendesk, Salesforce, and HubSpot. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Network with professionals already working in the live entertainment or ticketing industry. Attend relevant events or join online forums to connect with people who can provide insights into the company culture and expectations for the role.
✨Tip Number 3
Prepare to discuss your problem-solving skills and how you've handled technical challenges in previous roles. Be ready to share specific examples that demonstrate your analytical abilities and your approach to optimising customer experience.
✨Tip Number 4
Show your passion for live entertainment and customer experience during your interactions with the team. This can be through your conversations or any follow-up communications, as demonstrating genuine enthusiasm can set you apart from other candidates.
We think you need these skills to ace CRM & Contact Centre Systems Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience with CRM and contact centre platforms. Emphasise your technical skills, particularly with systems like Zendesk, Salesforce, and Five9, as well as any API integration experience.
Craft a Compelling Cover Letter: In your cover letter, express your passion for live entertainment and how your skills align with the role. Mention specific projects or achievements that demonstrate your problem-solving abilities and collaborative spirit.
Showcase Technical Skills: Clearly outline your technical skills in your application. Include any certifications you have, such as Zendesk Certification, and detail your experience with multi-channel customer experience environments.
Highlight Soft Skills: Don't forget to mention your behavioural skills. Talk about your ability to work independently, your attention to detail, and your commitment to customer experience. These traits are just as important as technical skills for this role.
How to prepare for a job interview at Live Nation Entertainment
✨Know Your Platforms
Familiarise yourself with the specific CRM and contact centre platforms mentioned in the job description, such as Zendesk, Salesforce, and HubSpot. Be prepared to discuss your experience with these tools and how you've used them to enhance customer experiences.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical challenges in previous roles. Highlight your analytical skills and your ability to troubleshoot issues effectively, as this is crucial for the role.
✨Demonstrate Collaboration
Since the role involves working with cross-functional teams, be ready to share instances where you've successfully collaborated with others. Emphasise your communication skills and adaptability to different team dynamics.
✨Highlight Your Attention to Detail
Discuss how you manage projects and ensure accuracy in your work. Provide examples of how your attention to detail has positively impacted your previous projects, especially in a multi-platform environment.
