Platform Lead - Systems Engineer (Manchester, Hybrid)

Ticketmaster

Manchester

Hybrid

GBP 90,000 - 125,000

Full time

12 days ago

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Job summary

Ticketmaster in Manchester is seeking a Lead Systems Engineer for the Global Fan Experience team. You will be the technical leader for design, configuration, and maintenance of contact center platforms (Zendesk, Five9) serving 100+ brands worldwide.

You will mentor engineers, drive system-level decisions, ensure security and resilience, and own deployment automation and API integrations. This role blends hands-on engineering with strategic planning in a hybrid environment, focusing on scalable

Qualifications

Proven experience leading design of scalable, secure systems and architectures.
Track record as a technical leader within a team for CX/CRM and contact center platforms.

Responsibilities

Provide technical leadership and own architecture, global configuration framework, and complex engineering changes for SaaS contact center platforms (Zendesk, Five9).
Lead scalable, secure, and resilient system design aligning with business and technical requirements.
Coordinate cross-functional problem-solving and drive system-level decisions and trade-offs.
Mentor and coach junior engineers to raise the technical bar across the team.
Improve system performance, incident resolution processes, and cost optimization.
Own deployment automation and API-based integrations with other systems.
Monitor performance and ensure availability; lead root-cause analysis of incidents.
Support and optimize contact center channels and workflows across markets.
Establish operating procedures, documentation, code review, and QA standards.