Lead Fan Support Systems Engineer (Zendesk/Five9)

Location: Manchester, United Kingdom; hybrid work

Company

hirify.global operates live entertainment, ticketing, ecommerce, venue, sponsorship, and artist management businesses, including Ticketmaster.

What you will do

• Lead the architecture, global configuration framework, reusable workflows, and complex engineering changes for SaaS contact center platforms such as Zendesk and Five9.
• Design scalable, secure, performant, and resilient systems and integrations with clear system boundaries.
• Coordinate cross-functional initiatives, align teams on technical decisions and trade-offs, and manage multi-team delivery.
• Mentor junior engineers and establish operating procedures, documentation, code review, and QA standards.
• Improve performance, monitoring, incident resolution, availability, operational efficiency, and cost optimization.
• Own deployment automation and custom API integrations while supporting contact center channels and workflows across markets.

Requirements

• Proven experience managing and configuring CX/CRM and contact center platforms in a technical leadership capacity.
• Experience designing scalable, resilient, and secure systems and architectures for long-term growth.
• Strong operational experience with deployment automation, monitoring, incident resolution, and cost optimization.
• Experience with voice, email, social, chat, chatbots, automations, and multi-channel contact center environments.
• Experience mentoring engineers, coordinating cross-functional work, solving complex problems, and leading projects within defined timelines.
• Experience with HTML, CSS, JavaScript, Python, Microsoft 365, Google Analytics, RESTful APIs, Jira, Confluence, Zendesk, Five9, and equivalent contact center technologies.

Nice to have

• Experience with large contact centers.
• Zendesk certification.
• Experience with Decagon AI or equivalent contact center technologies.

Culture & Benefits

• Permanent, full-time employment in a hybrid work environment.
• Inclusive workplace focused on belonging, equal opportunity, integrity, teamwork, and reliability.
• Support for professional development, personal aspirations, learning, and work-life balance.
• Accessible leadership, attentive management, and collaborative teams serving millions of fans.