Lead Systems Engineer — Agent Workspace Architect

Live Nation; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Live Nation is seeking a Lead Systems Engineer for the Global Fan Experience team in Manchester. You will be the technical leader for design, configuration, and maintenance of contact center platforms across 100+ brands, guiding multi-team initiatives and ensuring scalable, secure, and well-integrated agent workspaces.

You will mentor engineers, drive system-level decisions, and optimize performance, deployments, and cost, while applying AI tools judiciously to accelerate delivery and maintain

Qualifications

• Proven years of experience managing and configuring CX/CRM and contact center platforms.
• Experience designing scalable, resilient systems and architectures with long-term scalability.
• Strong operational excellence: deployment automation, monitoring, incidents and cost optimization.
• Experience with multi-channel environments (voice, email, social, chat) and integrations.
• Experience mentoring junior engineers and coordinating cross-functional teams.

Responsibilities

• Provide technical leadership and own architecture for SaaS contact center platforms (Zendesk, Five9).
• Lead scalable, secure design and define system boundaries aligned with requirements.
• Coordinate resources across teams and drive system-level decision trade-offs.
• Mentor junior engineers and raise technical standards across the team.
• Improve system performance, incident resolution processes, and cost optimization.
• Own deployment automation and build integrations via APIs with other systems.

Skills

CX/CRM platforms

System architecture

Deployment automation

Multi-channel support

Mentoring engineers

Problem solving

Communication skills

AI tools familiarity

Tools

Zendesk

Five9

RESTful APIs

JIRA

Confluence

HTML/CSS/JS

Python

Google Analytics

Microsoft 365

Decagon AI

Job description

Live Nation is seeking a Lead Systems Engineer for the Global Fan Experience team in Manchester. You will be the technical leader for design, configuration, and maintenance of contact center platforms across 100+ brands, guiding multi-team initiatives and ensuring scalable, secure, and well-integrated agent workspaces.

You will mentor engineers, drive system-level decisions, and optimize performance, deployments, and cost, while applying AI tools judiciously to accelerate delivery and maintain