Systems Engineer - Agent Workspace (Manchester, Hybrid)

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. Our technology and services help make it easier for fans to connect with their favourite events and performers.

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 centre technology platforms for 100+ different Ticketmaster & Live Nation brands around the world. You will be responsible for managing and maintaining our company's contact centre 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 centre 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 centre 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 centres 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 centre 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. 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 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.