Lead Fan Experience Systems Engineer (Hybrid UK)

Ticketmaster UK Limited; Manchester; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Ticketmaster UK Limited is seeking a Lead Fan Support Systems Engineer in Manchester. You will steer the design, configuration, and maintenance of global CX/CRM platforms, overseeing multiple brands and cross-functional initiatives.

You will mentor engineers and coordinate resources to deliver scalable, secure, and well-integrated agent workspaces. You will own deployment automation, drive system-level decisions, and apply AI tools carefully to accelerate delivery while validating outputs for

Qualifications

• Extensive experience managing CX/CRM and contact center platforms.
• Ability to design scalable, resilient architectures with long-term scalability in mind.
• Strong deployment automation, monitoring, and incident resolution background.

Responsibilities

• Provide technical leadership for SaaS contact center platforms (Zendesk, Five9).
• Define system boundaries and ensure alignment with business and technical requirements.
• Lead multi-team initiatives and mentor junior engineers.
• Own deployment automation and integration projects via APIs.
• Improve performance, reduce incidents, and optimize costs.
• Ensure AI tools are used appropriately with bias checks.

Skills

CX/CRM platforms

Technical leadership

Mentoring juniors

Problem solving

Cross-functional collaboration

Communication

AI tools usage

Tools

Zendesk

Five9

JIRA

Confluence

RESTful APIs

HTML/CSS/JavaScript

Python

Microsoft 365

Google Analytics

Job description

Ticketmaster UK Limited is seeking a Lead Fan Support Systems Engineer in Manchester. You will steer the design, configuration, and maintenance of global CX/CRM platforms, overseeing multiple brands and cross-functional initiatives.

You will mentor engineers and coordinate resources to deliver scalable, secure, and well-integrated agent workspaces. You will own deployment automation, drive system-level decisions, and apply AI tools carefully to accelerate delivery while validating outputs for