Lead AI Experience Engineer - Remote

Ticketmaster UK Limited; United Kingdom; Remote; GBP 120,000 - 180,000; Full time

Job summary

Ticketmaster is seeking a Lead AI Experience Engineer to provide technical leadership for agentic AI services within the TM1 Client & Fan Support Engineering team. You will define how AI agents understand user needs, maintain context, apply business rules, and safely complete tasks across complex client and fan journeys.

The role combines AI design, NLU, and workflow orchestration, requiring strong collaboration with Product, Data Science, Security, and Knowledge Management to deliver scalable,

Qualifications

• Significant experience designing and leading conversational AI, intelligent assistant, Generative AI, or agentic AI solutions.
• Deep understanding of LLMs, prompt engineering, agent behavior, reasoning patterns, context management, memory, tool calling, and workflow orchestration.
• Strong expertise in NLU, intent and entity modeling, semantic understanding, dialogue management, clarification strategies, and conversational design.
• Experience translating business rules and operational workflows into AI decision logic and user experiences.
• Experience designing guardrails, policy controls, escalation paths, failure handling, and responsible AI practices.
• Experience defining AI evaluation frameworks and using interaction data, testing, and analytics to improve performance.
• Knowledge of RAG, semantic search, enterprise knowledge systems, grounding, observability, and regression testing.
• Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices.
• Ability to lead complex initiatives, navigate ambiguity, and balance business value, customer experience, technical constraints, risk, and maintainability.
• Strong communication, stakeholder management, systems thinking, and problem-solving skills.

Responsibilities

• Provide technical leadership for agentic AI across the TM1 Client & Fan Support Engineering team.
• Lead the design of intelligent AI experiences that understand client and fan needs, apply business rules, maintain context, use available tools and data, and safely complete support tasks.
• Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows.
• Establish reusable patterns and standards for prompts, NLU, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff.
• Conduct design and quality reviews, identify risks, and guide AI Engineers in delivering reliable, maintainable, and production-ready solutions.
• Define and monitor AI quality measures, including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes.
• Partner across Product, Client and Fan Support Operations, Data Science, Platform, QA, Security, and Knowledge Management to align AI solutions with business, customer, and technical needs.
• Mentor AI Engineers through technical guidance, feedback, design sessions, and knowledge sharing.
• Evaluate emerging AI technologies and recommend practical approaches that improve quality, delivery, and operational effectiveness.

Skills

Conversational AI

Agentic AI

LLMs

Prompt engineering

NLU

Context management

Tool calling

Workflow orchestration

Stakeholder management

Communication

Education

Bachelor's degree

Master's degree

Tools

APIs

Cloud services

Software architecture

Integration patterns

Job description

Ticketmaster is seeking a Lead AI Experience Engineer to provide technical leadership for agentic AI services within the TM1 Client & Fan Support Engineering team. You will define how AI agents understand user needs, maintain context, apply business rules, and safely complete tasks across complex client and fan journeys.

The role combines AI design, NLU, and workflow orchestration, requiring strong collaboration with Product, Data Science, Security, and Knowledge Management to deliver scalable,