Lead Systems Engineer (Zendesk/Five9)

Location: Manchester, United Kingdom (hybrid)

Company

hirify.global operates live entertainment, ticketing, venue, sponsorship, ecommerce, and artist management businesses; Ticketmaster provides ticketing solutions and fan experience technology.

What you will do

• Provide technical leadership for the architecture, global configuration framework, reusable workflows, and complex engineering changes across SaaS contact center platforms including Zendesk and Five9.
• Design scalable, performant, secure, and resilient systems and integrations with clear system boundaries.
• Lead cross-functional problem-solving, coordinate resources, and drive alignment on system decisions and trade-offs.
• Own deployment automation, modular development practices, and custom API integrations with other systems and applications.
• Monitor availability and performance, lead incident troubleshooting and root-cause resolution, and optimize operational costs.
• Mentor junior engineers and establish documentation, code review, QA, and operating standards for platform administration.

Requirements

• Proven experience managing and configuring CX/CRM and contact center platforms, with experience acting as a technical team leader.
• Experience designing scalable, resilient, and secure systems and architectures and planning for long-term scalability.
• Strong operational experience with deployment automation, monitoring, incident resolution, and cost optimization.
• Experience with voice, email, social, chat, chatbots, automations, and other multichannel contact center environments.
• Experience mentoring engineers, coordinating cross-functional work, leading projects, and managing multi-team initiatives.
• Working familiarity with AI tools, including validating outputs for accuracy and bias.

Nice to have

• Experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, JIRA, Confluence, Zendesk, Five9, Decagon AI, or equivalent contact center technologies.
• Experience with large contact centers.
• Zendesk Certification.

Culture & Benefits

• Inclusive environment focused on belonging, integrity, reliability, teamwork, and professional standards.
• Support for balancing work and home life.
• Opportunities for professional and personal development, new experiences, and learning.
• Work is performed in a hybrid setup in Manchester.