Lead Zendesk Systems Engineer (Manchester, United Kingdom)

Job Summary:

As a Lead Systems Engineer within the Global Fan Experience team, you will be the technical leader 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.

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.
• Leading the design of scalable, performant, secure, and resilient systems and integrations.
• 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.
• 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.
• 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.
• Applying AI tools appropriately to explore data, code, and processes that accelerate delivery and decision-making.

What You Need to Know (or Technical Skills):

• Proven years of experience managing and configuring CX/CRM and contact center platforms.
• Proven experience leading the design of scalable, resilient, and secure systems and architectures.
• 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.
• Ability to lead projects and manage workload and multi-team initiatives.
• Excellent communication and interpersonal skills.
• Working familiarity with AI tools and their appropriate application.
• 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.
• Working to Achieve Results: You take ownership and deliver results with appropriate independence.
• Working with Others: You proactively seek collaboration opportunities.
• Working Innovatively: You help solve cross-functional challenges by sharing ideas.

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.

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.

Hiring Practices:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.