Lead Zendesk Architect — Global CX & Contact Center

TicketWeb; Manchester; Hybrid; GBP 90,000 - 110,000; Full time

Job summary

TicketWeb, part of Live Nation Entertainment, seeks a Lead Zendesk Systems Engineer in Manchester (hybrid). You will lead the design, configuration, and maintenance of global contact center platforms serving 100+ brands, mentor engineers, and drive multi-team initiatives to ensure scalable, secure, and well-integrated systems.

You will own deployment automation, build integrations via APIs, and coordinate across teams to optimize performance and cost while protecting customer data and privacy.

Qualifications

• Proven experience leading design of scalable, secure systems and architectures.
• Experience with CX/CRM and contact center platforms; strong leadership within a team.
• Operational excellence in deployment automation, monitoring, and cost optimization.

Responsibilities

• Provide technical leadership and own the architecture for Zendesk and Five9-based SaaS contact center platforms.
• Define standards and guardrails for administrators while business-owned config remains.
• Lead scalable, secure system design and ensure alignment with biz and tech requirements.
• Coordinate cross-functional problem solving and drive system-level decisions.
• Mentor junior engineers and raise technical bar across the team.
• Improve system performance, incident resolution processes, and cost optimization.
• Own deployment automation and build integrations via APIs.
• Monitor availability and lead root-cause analysis of incidents.
• Support and optimise contact center channels and workflows across markets.
• Establish operating procedures, code review, and QA standards in line with policies.
• Apply AI tools to explore data and processes with careful validation.

Skills

Zendesk

Five9

RESTful APIs

JIRA

Confluence

Python

HTML/CSS/JS

AI tools

Tools

Microsoft 365

Google Analytics

Job description

TicketWeb, part of Live Nation Entertainment, seeks a Lead Zendesk Systems Engineer in Manchester (hybrid). You will lead the design, configuration, and maintenance of global contact center platforms serving 100+ brands, mentor engineers, and drive multi-team initiatives to ensure scalable, secure, and well-integrated systems.

You will own deployment automation, build integrations via APIs, and coordinate across teams to optimize performance and cost while protecting customer data and privacy.