Senior AI Engineer, CX

Job not on LinkedIn

🕒 September 19

🇺🇸 United States – Remote

💵 $150k - $220k / year

⏰ Full Time

🟠 Senior

🤖 AI Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gametime

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

⚽ Sports

eCommerce • Entertainment • Sports

Gametime is a platform that offers last-minute ticket deals for sports, music, theater, and other live events. Users can access tickets for a wide range of events, including college football, concerts, comedy shows, theater performances, and professional sports leagues such as the NFL, NBA, MLB, NHL, and MLS. The platform emphasizes a user-friendly experience with features like all-in pricing to avoid hidden fees and a lowest price guarantee. Gametime aims to provide an easy and affordable way for users to experience live entertainment in various cities across North America.

📋 Description

• Identify and document high-leverage workflow transformations across Fan Ops and Marketplace Ops • Design and build agentic workflows for fan issue triage and routing, AI-assisted response drafting, refund and dispute resolution, seller risk scoring, event cancellation handling, SLA monitoring and escalation, and other operations tasks • Integrate with external and internal Gametime data systems • Build usable tools including clean UIs, Slack-based interfaces, scheduled agents, and knowledge retrieval systems • Coach operators through progressive AI adoption and workflow transformation • Recognize patterns and scale successful tools across Fan Ops and Marketplace Ops • Teach operations teammates to use AI tools, build automations, and think in workflows • Own the lifecycle from design through production deployment, monitoring, iteration, and impact • Evaluate new agentic frameworks, LLM capabilities, and AI tooling • Help define AI-embedded engineering across Gametime’s Operations organization • Ship production agents used weekly, reduce manual resolution time, improve fan satisfaction, and increase operator capacity

🎯 Requirements

• 4+ years of technical operations or software engineering experience, with at least 1 year building production LLM or agentic systems • Experience building and deploying tools that non-engineers use in production — not just internal dev tooling • Ability to work closely with non-technical stakeholders, translate their domain knowledge into technical requirements, and communicate what you’ve built in plain language • Demonstrated experience coaching or enabling others — formally or informally — with evidence that people you’ve helped actually changed how they work • Comfort with ambiguity • Experience in customer operations, CX tooling, trust and safety, or marketplace operations contexts • Background in ticketing, e-commerce, or two-sided marketplace environments • Familiarity with support tooling platforms • Familiarity with RAG pipelines, vector databases, and evaluation frameworks — particularly for knowledge retrieval and automated response generation • Experience with data tools (SQL, dbt, Snowflake) • Prior experience in an embedded or cross-functional engineering role • Background in consulting, solutions engineering, or other client-facing technical roles

🏖️ Benefits

• Competitive equity package • Flexible PTO • Medical, dental, and vision insurance • Life insurance and disability coverage • Family-forming benefits via Carrot Fertility • 401(k) and HSA • $1,200 annual Gametime event credits • Company off-sites and wellness programs • Tenure recognition