Lead CX Platform Engineer(Manchester, United Kingdom)

Description

The company is the largest live entertainment business in the world. It works across five areas: live concert promotion, running venues, sponsorship, ticketing solutions, ecommerce and artist management. Its aim is to improve the experience for artists and fans before, during and after each show.

Fan Support Technology is the division behind this role. The team sits within the Global Fan Experience group and runs the technology that powers contact centre work for more than 100 brands worldwide.

You will act as the senior technical lead for the design, setup and upkeep of these contact centre platforms. The work includes guiding other engineers, coordinating people across several teams on large initiatives, and setting the direction for medium-term technical planning. You will keep the agent workspace platforms scalable, secure, resilient and well connected to the wider systems, with customer data handled and protected properly.

Responsibilities

• Lead the technical side of SaaS contact centre platforms such as Zendesk and Five9, owning the architecture, the global configuration framework, reusable workflow patterns and complex changes.
• Set standards and guardrails that business administrators work within, while they keep control of day-to-day admin and local macros, views and workflows.
• Design systems and integrations that are scalable, performant, secure and resilient, setting clear boundaries and checking they meet both business and technical needs.
• Lead problem-solving across teams, coordinate resources and make system-level decisions, including the trade-offs involved.
• Mentor and coach junior engineers, share knowledge and raise the technical standard across the team.
• Drive improvements to performance, incident handling and cost, balancing efficiency against stability and spotting risks early.
• Own deployment automation and modular development, and build and maintain custom integrations with other systems using APIs.
• Monitor performance and availability, and lead troubleshooting and root-cause analysis for complex incidents.
• Support, set up and improve contact centre channels and workflows across markets.
• Write and maintain operating procedures, documentation, code review and QA standards for platform administration, in line with company policy.
• Use AI tools to analyse data, code and processes and speed up delivery, checking outputs carefully for accuracy and bias.

Requirements

• Proven experience managing and configuring CX, CRM and contact centre platforms, including acting as a technical lead within a team.
• Proven experience designing scalable, resilient and secure systems, defining boundaries and planning for long-term growth.
• Strong operational skills in deployment automation, monitoring, incident resolution and cost optimisation.
• Experience with multi-channel setups covering voice, email, social, chat and chatbots, and automation.
• Experience mentoring junior engineers and coordinating work across cross-functional teams.
• Strong problem-solving, analytical and data skills, with the ability to balance competing goals and align people on system decisions.
• Ability to lead projects and multi-team initiatives within set timeframes.
• Excellent communication and interpersonal skills, and the ability to work alone or as part of a team.
• Working knowledge of AI tools, how to apply them appropriately, and how to check 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 centre technologies.
• A plus: experience with large contact centres.
• Preferred: Zendesk certification.
• Behaviour: you set high standards and keep to them even when priorities compete, and you communicate progress proactively.
• Behaviour: you take ownership, deliver results with the right level of independence, and handle setbacks by focusing on solutions and learning, weighing short- and long-term impact.
• Behaviour: you seek out collaboration, share knowledge and resources, and adapt your communication so it is clear and respectful for different audiences.
• Behaviour: you bring fresh ideas to cross-functional problems, seek input from others, and look for ways to add value through better processes and collaboration.

Conditions

Permanent, full-time role in the Fan Support Technology division.

Based in Manchester, United Kingdom, with hybrid working.

The company may use AI tools to help screen and assess applications, but every hiring decision is reviewed by a person.

The company welcomes applications from all backgrounds, regardless of gender, race, sexual orientation, religion, age, disability or caring responsibilities.

Benefits

• The company says it supports a healthy balance between work and home life.
• The company encourages personal and professional development, new experiences and learning from colleagues.