Lead AI Experience Engineer

🕒 il y a 9 jours

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟠 Senior

🤖 Ingénieur IA

🇬🇧 Parrain de Visa de Travailleur Qualifié UK

Cette entreprise a parrainé des visas de Travailleur Qualifié du Royaume-Uni par le passé.

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Ticketmaster

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1976

🛍️ eCommerce

⚽ Sports

eCommerce • Entertainment • Sports

Ticketmaster est une plateforme de billetterie de premier plan qui facilite la vente de billets pour les concerts, événements sportifs, représentations théâtrales et autres spectacles en direct. La plateforme offre une expérience utilisateur conviviale pour l'achat de billets, ainsi que pour la gestion d'événements et la recherche de spectacles et jeux populaires. Ticketmaster est le marché officiel de billets pour de nombreuses grandes ligues sportives et événements d'artistes, ce qui en fait un acteur clé dans l'industrie du divertissement en direct.

Description

• Provide technical leadership for agentic AI across the TM1 Client & Fan Support Engineering team • Partner 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 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, production-ready solutions • Define and monitor AI quality measures, including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes • Partner with Product, Client and Fan Support Operations, Data Science, Platform, QA, Security, and Knowledge Management • Mentor AI Engineers through technical guidance, feedback, design sessions, and knowledge sharing • Evaluate emerging AI technologies and recommend practical approaches to improve quality, delivery, and operational effectiveness

🎯 Exigences

• 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 • Bachelor’s or master’s degree in relevant discipline, or equivalent practical experience (preferred qualification) • Experience operating agentic AI solutions in production (preferred) • Experience with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms (preferred) • Experience in customer service, contact center, or high-volume digital support environments (preferred) • Familiarity with Amelia, Zendesk, Five9, Salesforce, or comparable platforms (preferred) • Knowledge of AI governance, privacy, security, accessibility, and multilingual support (preferred)

🏖️ Avantages

• Inclusive work environment • Support to balance work and homelife • Professional and personal development opportunities • New experiences and learning from talented colleagues • Equal opportunities regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities