Lead AI Experience Engineer (Remote, United Kingdom)

Job Summary: JOB DESCRIPTION – Lead AI Experience Engineer Location: Remote, United Kingdom Division: Ticketmaster Contract Terms: Fulltime THE TEAM The TM1 Client & Fan Support Engineering team builds and operates the intelligent, scalable technology that supports Ticketmaster’s client and fan service experiences. The team develops AI-powered support experiences, automation capabilities, integrations, and platform services that help clients and fans resolve issues quickly and confidently. We work closely with Product, Client Support, Fan Support, Knowledge Management, Data Science, Platform Engineering, Quality Assurance, Security, and other technology teams to deliver reliable and measurable outcomes. As our capabilities evolve from traditional conversational automation toward agentic AI, the team builds intelligent services that combine large language models, natural language understanding, enterprise knowledge, business logic, and operational systems. THE JOB Ticketmaster is seeking an experienced Lead AI Experience Engineer to provide technical leadership for the design and evolution of agentic AI services within the TM1 Client & Fan Support Engineering team . This role is responsible for defining how AI agents understand client and fan needs, maintain context, reason through complex scenarios, apply business rules, use available data and tools, and safely complete support tasks. The Lead AI Engineer will establish the methods, reusable patterns, quality expectations, and evaluation practices used by the AI Engineering team. The position combines agentic AI design, conversational intelligence, Natural Language Understanding, business-process modeling, AI evaluation, and technical leadership. The successful candidate will work closely with the Engineering Manager, Product Managers, AI Engineers, Client and Fan Support Operations, Data Science, and Platform teams to translate business requirements into scalable and trustworthy AI behaviors. WHAT YOU WILL BE DOING Provide technical leadership for agentic AI across the TM1 Client & Fan Support Engineering team, partnering with the Engineering Manager to define technical direction and strengthen the team’s AI capabilities. Lead the design of intelligent AI experiences that understand client and fan needs, apply business rules, maintain context, use available tools and data, and safely complete support tasks. Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows. Establish reusable patterns and standards for prompts, NLU, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff. Conduct design and quality reviews, identify risks, and guide AI Engineers in delivering reliable, maintainable, and production-ready solutions. Define and monitor AI quality measures, including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes. Partner across Product, Client and Fan Support Operations, Data Science, Platform, QA, Security, and Knowledge Management to align AI solutions with business, customer, and technical needs. Mentor AI Engineers through technical guidance, feedback, design sessions, and knowledge sharing. Evaluate emerging AI technologies and recommend practical approaches that improve quality, delivery, and operational effectiveness. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) 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 and user experiences. Experience designing guardrails, policy controls, escalation paths, failure handling, and responsible AI practices. Experience defining AI evaluation frameworks and using interaction data, testing, and analytics to improve performance. Knowledge of RAG, semantic search, enterprise knowledge systems, grounding, observability, and regression testing. Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices. Ability to lead complex initiatives, navigate ambiguity, and balance business value, customer experience, technical constraints, risk, and maintainability. Strong communication, stakeholder management, systems thinking, and problem-solving skills. PREFERRED QUALIFICATIONS 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. Bachelor’s or master’s degree in relevant discipline, or equivalent practical experience. YOU (BEHAVIOURAL SKILLS) You are a trusted technical leader who applies deep expertise to complex AI challenges. You establish standards and reusable practices that improve quality, consistency, and team effectiveness. You coach engineers through clear, constructive feedback and help them build greater technical independence. You build strong partnerships across technical and business teams and communicate complex ideas clearly. You balance strategic thinking with practical execution and make sound decisions in ambiguous environments. You act with ownership, integrity, and accountability while fostering collaboration and continuous improvement. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review. #LI-JCK #LI-Remote Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.