Lead Data & AI Platform Engineer (Remote, United Kingdom)

Job Summary:

This role is responsible for designing and scaling the data, analytics, and AI platforms that power customer operations intelligence across Ticketmaster's global support ecosystem. The position combines data engineering, operational analytics, machine learning, and technical leadership to deliver scalable solutions that improve customer experience, automation effectiveness, operational efficiency, and business decision-making. The ideal candidate combines strong technical expertise with business acumen and can independently lead complex projects that improve customer experience, operational efficiency, and AI performance.

The Lead Data & AI Platform Engineer is expected to partner cross-functionally with Product, Operations, Engineering, Workforce Management, and AI teams to deliver data-driven insights and scalable automation solutions that support organizational goals.

What You Will Be Doing:

• Lead the design and evolution of scalable data, analytics, and AI platforms that support customer operations, automation, and operational intelligence across global markets.
• Architect and optimize Databricks-based data pipelines and enterprise data platforms that unify customer, operational, workforce, and AI datasets into trusted intelligence solutions.
• Drive the development of machine learning, NLP, Generative AI, and operational intelligence capabilities that improve customer experience, operational efficiency, and automation performance.
• Deliver actionable insights and executive-level reporting that inform strategic decision-making and identify opportunities for operational improvement.
• Establish engineering standards, governance frameworks, and best practices for data quality, platform reliability, CI/CD, and AI lifecycle management.
• Partner across Product, Operations, Engineering, and AI teams to align technology investments with business objectives and long-term strategy.
• Provide technical leadership, coaching, and day-to-day guidance to engineers and data scientists, supporting professional development, delivery excellence, and adoption of best practices across data, analytics, and AI initiatives.

What You Need to Know (Technical Skills):

• Strong experience designing scalable data platforms, enterprise data architectures, and Databricks-based operational intelligence solutions.
• Proven experience as a Data Engineer, Analytics Engineer, Data Scientist, Machine Learning Engineer, AI Engineer, or related technical leadership role.
• Strong experience with Databricks, Spark, cloud data platforms, and enterprise-scale data pipelines.
• Experience developing AI/ML solutions using Python and modern data science frameworks.
• Strong background in statistics, machine learning, NLP, forecasting, and operational analytics.
• Deep understanding of conversational AI ecosystems, intent modeling, NLU analytics, and AI performance measurement.
• Experience implementing CI/CD frameworks, version control, automated testing, and DevOps best practices.
• Experience building scalable dashboards and reporting solutions using BI tools and modern visualization frameworks.
• Ability to independently lead complex initiatives with competing priorities and organizational visibility.
• Strong communication, stakeholder management, and problem-solving skills.

Preferred Qualifications:

• Experience with Generative AI, LLM orchestration, prompt engineering, or AI-assisted automation workflows.
• Familiarity with Kubernetes, Docker, GitLab CI/CD, and modern ML deployment frameworks.
• Experience supporting global or enterprise-scale customer operations environments.
• Knowledge of contact center platforms such as Zendesk, Five9, Amelia, or conversational AI tooling.

You (Behavioural Skills):

• You take ownership of complex initiatives and deliver results that drive meaningful business impact.
• You build strong partnerships and influence outcomes across technical and business teams.
• You balance strategic thinking with hands-on execution, navigating ambiguity and making sound decisions.
• You provide technical leadership, coaching, and mentorship that helps others grow and succeed.
• You establish scalable solutions, standards, and best practices that improve organizational capability.
• You communicate clearly, build trust, and foster a culture of accountability, collaboration, and continuous improvement.

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.

Hiring Practices:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.