Lead AI Experience Engineer

Location: Remote - United Kingdom

Company

Ticketmaster is part of hirify.global and provides ticket marketplace, enterprise tools, and support technology for the live entertainment industry.

What you will do

• Provide technical leadership for agentic AI across the Client & Fan Support Engineering team.
• Design AI experiences that understand client and fan needs, maintain context, apply business rules, use tools and data, and complete support tasks safely.
• Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows.
• Establish reusable standards for prompts, NLU, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff.
• Define AI quality measures covering task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes.
• Review designs, identify risks, mentor AI Engineers, collaborate with cross-functional teams, and evaluate emerging AI technologies.

Requirements

• Significant experience designing and leading conversational AI, intelligent assistant, generative AI, or agentic AI solutions.
• Deep understanding of LLMs, prompt engineering, agent behavior, reasoning patterns, context management, memory, tool calling, and workflow orchestration.
• Strong expertise in NLU, intent and entity modeling, semantic understanding, dialogue management, clarification strategies, and conversational design.
• Experience translating business rules and operational workflows into AI decision logic, designing guardrails and escalation paths, and applying responsible AI practices.
• Experience defining AI evaluation frameworks and using interaction data, testing, analytics, RAG, semantic search, grounding, observability, and regression testing to improve performance.
• Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices, plus strong leadership and stakeholder-management skills.

Nice to have

• Experience operating agentic AI solutions in production.
• Experience with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms.
• Experience in customer service, contact center, or high-volume digital support environments.
• Familiarity with Amelia, Zendesk, Five9, Salesforce, or comparable platforms.
• Knowledge of AI governance, privacy, security, accessibility, and multilingual support; relevant bachelor’s or master’s degree.

Culture & Benefits

• Inclusive environment focused on belonging, equal opportunities, integrity, teamwork, and reliability.
• Support for balancing professional and personal life.
• Opportunities for professional development, learning, and new experiences.
• Work with technology serving millions of live entertainment fans and clients.