Lead Zendesk & CX Systems Engineer - Hybrid, Manchester

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

Job summary

Live Nation is seeking a Lead Zendesk Systems Engineer in Manchester, hybrid role within the Global Fan Experience team. You will drive architecture, deployment, and integration of contact center platforms like Zendesk and Five9 across 100+ brands worldwide.

You will mentor engineers, own system boundaries, ensure security and resilience, optimize performance and cost, and work with cross-functional teams to align with business needs and data governance.

Qualifications

• Proven track record leading design of scalable, secure CX/CRM platforms.
• Experience configuring and leading Zendesk/Five9 based contact center environments.
• Strong collaboration across engineering, product, and operations teams.

Responsibilities

• Provide technical leadership and ownership of architecture, configuration framework, and complex changes for SaaS contact center platforms (Zendesk, Five9).
• Lead scalable, secure system design and ensure alignment with business requirements.
• Mentor engineers and drive improvements in performance, incident response, and cost optimization.
• Own deployment automation and integrations using APIs to other systems.
• Monitor availability and troubleshoot incidents, ensuring data protection and governance.
• Support and optimize contact center channels and workflows across markets.

Skills

Technical leadership

System architecture

Problem solving

Communication

Mentoring

Cross-functional teamwork

Project management

Tools

Zendesk

Five9

JIRA

Confluence

HTML/CSS/JavaScript

Python

RESTful APIs

Job description

Live Nation is seeking a Lead Zendesk Systems Engineer in Manchester, hybrid role within the Global Fan Experience team. You will drive architecture, deployment, and integration of contact center platforms like Zendesk and Five9 across 100+ brands worldwide.

You will mentor engineers, own system boundaries, ensure security and resilience, optimize performance and cost, and work with cross-functional teams to align with business needs and data governance.