Service Strategy – Design Engineer

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November 13

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Gametime

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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.

201 - 500 employees

🛍️ eCommerce

⚽ Sports

📋 Description

• Design service systems: Build and optimize Amazon Connect contact flows, including IVR logic, call routing, and escalation paths. • Deploy automation at scale: Manage CI/CD pipelines and infrastructure-as-code for IVR and service systems. • Integrate systems: Connect AWS, Kustomer, and internal tools for seamless fan and agent experiences. • Develop tools: Build internal and fan-facing interfaces using React, JavaScript (ES6+), and Node.js, ensuring reliable, consistent design with React Hooks, Context, and Tailwind CSS. • Automate workflows: Create and debug complex Kustomer workflows, applets, and data transformations that streamline routing, state management, and feedback loops. • Engineer backend integrations: Build and maintain Node.js/Express services, data pipelines, and RESTful APIs to connect third-party and internal systems. • Lead AI/ML initiatives: Develop Gametime’s AI/ML roadmap for Fan Ops — identifying where intelligent automation enhances fan experience and operational efficiency. Implement AI-driven chatbots, virtual agents, and voice deflection to increase self-service resolution rates. Partner with Data Science and Product to measure success through containment, handle time reduction, and fan satisfaction. Continuously tune LLM-powered and NLP-based models for accuracy, brand consistency, and helpfulness. • Collaborate cross-functionally: Work with Product, Data, and Fan Ops to translate fan insights into service design decisions and automation strategies. • Champion the fan: Design systems that build trust, reduce friction, and deliver empathetic, high-quality experiences at scale.

🎯 Requirements

• 5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment. • Strong AWS expertise, especially Amazon Connect and contact flow design. • Proficiency in JavaScript, React, and Node.js. • Experience integrating RESTful APIs, OAuth2, and webhooks. • Familiarity with Kustomer Apps SDK or other CRM automation frameworks. • Understanding of CI/CD, cloud deployments, and system monitoring. • Skilled at identifying where AI/ML adds value within support environments. • Experience implementing AI-driven chat, voice, or self-service systems. • Ability to define and execute an AI roadmap to improve automation and efficiency. • Familiarity with LLMs, prompt engineering, and NLP systems.

🏖️ Benefits

• Flexible PTO • Competitive salary & equity package • Monthly Gametime credits for any event ($1,200/yr) • Medical, dental, & vision insurance • Life insurance and disability benefits • Diverse Family-forming benefits through Carrot Fertility • 401k, HSA, pre-tax savings programs • Company off-sites and meet-ups • Wellness programs • Tenure recognition