13 дней назад
Lead Zendesk Systems Engineer (Zendesk)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Lead Zendesk Systems Engineer (Zendesk/contact center platforms): Designing and operating scalable, secure, and resilient Zendesk and Five9 platforms for global Ticketmaster and Live Nation brands with an accent on architecture, integrations, automation, and operational excellence. Focus on leading complex system changes, coordinating cross-functional initiatives, resolving incidents, mentoring engineers, and applying AI tools with careful validation.
Location: Manchester, United Kingdom (hybrid)
Company
operates live entertainment, ticketing, ecommerce, venue, sponsorship, and artist management businesses through brands including Ticketmaster.
What you will do
- Lead the architecture, global configuration framework, reusable workflows, and complex engineering changes for Zendesk, Five9, and related contact center platforms.
- Design scalable, performant, secure, and resilient systems and integrations aligned with business and technical requirements.
- Coordinate cross-functional problem-solving, system-level decisions, resource planning, and multi-team initiatives.
- Own deployment automation, modular development, API-based integrations, monitoring, incident resolution, and cost optimization.
- Mentor junior engineers and establish standards for documentation, code review, QA, and platform administration.
- Apply AI tools to data, code, and processes while validating outputs for accuracy and bias.
Requirements
- Several years of experience managing and configuring CX/CRM and contact center platforms, with technical leadership experience.
- Experience designing scalable, resilient, and secure architectures and defining clear system boundaries.
- Strong operational experience with deployment automation, monitoring, incident resolution, and cost optimization.
- Experience with voice, email, social, chat, chatbots, and automation workflows in multi-channel environments.
- Experience with HTML, CSS, JavaScript, Python, RESTful APIs, Microsoft 365, Google Analytics, Jira, Confluence, Zendesk, Five9, and equivalent contact center technologies.
- Strong analytical, communication, collaboration, mentoring, and project leadership skills; Zendesk certification is preferred.
Nice to have
- Experience with large contact centers.
- Experience with Decagon AI or equivalent contact center technologies.
- Zendesk certification.
Culture & Benefits
- Permanent, full-time employment in a hybrid Manchester setup.
- Inclusive environment focused on reliability, teamwork, integrity, and belonging.
- Support for work-life balance and professional and personal development.
- Human review is applied to recruitment decisions supported by AI tools.
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