Lead CX Platform Engineer(Manchester, United Kingdom)

Description

The company is the largest live entertainment company in the world, with five businesses covering concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. It aims to improve the live event experience for artists and fans before, during, and after a show.

The role sits in the Fan Support Technology division, within the Global Fan Experience team. The team's ticketing business works with fans and provides the tools that connect them to events and performers, and it runs contact center technology for more than 100 brands.

You will be the technical lead in your team for contact center platforms, and you will coach junior engineers and coordinate work across several teams on large initiatives. You will help set system-level direction, plan the medium term, and keep agent workspaces scalable, secure, resilient, and well connected to the rest of the systems, while protecting customer data.

Responsibilities

• Own the architecture, the global configuration framework, reusable workflow patterns, and complex engineering changes for SaaS contact center platforms such as Zendesk and Five9.
• Set standards and guardrails for business administrators. Routine administration and local macros, views, and workflows stay with the business.
• Lead the design of scalable, fast, secure, and resilient systems and integrations. Define clear system boundaries that match business and technical needs.
• Lead cross-functional problem solving, coordinate people across teams, and guide decisions and trade-offs at system level.
• Mentor and coach junior engineers, share knowledge, and raise the technical standard of the team.
• Lead work on performance, incident handling, and cost, balancing efficiency with stability, and spot risks early.
• Own deployment automation and modular development, and build and maintain custom integrations with other systems through APIs.
• Monitor performance, keep services available, and lead root-cause analysis of complex incidents.
• Support, set up, and improve contact center channels and workflows across markets.
• Set and maintain operating procedures, documentation, code review, and QA standards for platform administration in line with company policies.
• Use AI tools where they help you explore data, code, and processes and speed up delivery and decisions. Check outputs carefully for accuracy and bias.

Requirements

• Several years of experience managing and configuring CX, CRM, and contact center platforms, including working as a technical lead in a team.
• Proven experience designing scalable, resilient, and secure systems, including defining system boundaries and planning for long-term growth.
• Strong operational background in deployment automation, monitoring, incident resolution, and cost optimization.
• Experience with multi-channel environments covering voice, email, social, chat, chatbots, and automation.
• Experience mentoring junior engineers and coordinating work across cross-functional teams.
• Strong problem-solving, analytical, and data skills. You can weigh competing goals and align people on system-level decisions.
• Ability to lead projects and multi-team initiatives within set time frames while managing your workload.
• Excellent communication and interpersonal skills. You can work alone and as part of a team.
• Working knowledge of AI tools and how to use them appropriately, including checking outputs for accuracy and bias.
• Preferred: experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, Decagon AI, or equivalent contact center technologies.
• A plus: experience with large contact centers.
• Preferred: Zendesk certification.

Conditions

Permanent, full-time contract.

Based in Manchester, United Kingdom, on a hybrid work model.

The company may use AI tools to support application screening and assessment, and every hiring decision is reviewed by a person.

The company gives equal opportunity to all applicants regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.

Benefits

• Behavioural expectations for this role: set high standards and keep quality up under competing priorities, take ownership and focus on solutions when setbacks happen, share knowledge and adjust communication for different audiences, and bring ideas that add value to cross-functional work.