Lead Zendesk Systems Engineer - Hybrid, Global Impact

Ticketmaster UK Limited; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Ticketmaster UK Limited in Manchester is seeking a Lead Zendesk Systems Engineer to own the architecture, configuration, and maintenance of CX platforms across 100+ Ticketmaster and Live Nation brands worldwide.

You will lead cross‑functional problem solving, mentor junior engineers, drive scalable, secure, and cost‑optimised systems, and deliver automated deployment patterns while ensuring data protection and high availability.

Qualifications

• Proven experience leading design of scalable, secure CX platforms.
• Experience configuring and managing CX/CRM and contact-centre platforms.
• Strong deployment automation, monitoring, incident resolution and cost-optimisation background.

Responsibilities

• Own architecture and global configuration framework for SaaS contact centre platforms.
• Lead the design of scalable, secure systems and define system boundaries.
• Mentor junior engineers and coordinate cross‑functional work across teams.
• Drive automation in deployment and modular development practices.
• Troubleshoot complex incidents and lead root-cause analysis.

Skills

CX/CRM platforms

System architecture

Deployment automation

Incident resolution

Mentoring

Cross-functional collaboration

Tools

Zendesk

Five9

RESTful APIs

JIRA

Confluence

HTML

CSS

JavaScript

Python

Microsoft 365

Google Analytics

Decagon AI

Job description

Ticketmaster UK Limited in Manchester is seeking a Lead Zendesk Systems Engineer to own the architecture, configuration, and maintenance of CX platforms across 100+ Ticketmaster and Live Nation brands worldwide.

You will lead cross‑functional problem solving, mentor junior engineers, drive scalable, secure, and cost‑optimised systems, and deliver automated deployment patterns while ensuring data protection and high availability.