Lead AI Experience Engineer

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🤖 AI Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ticketmaster

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1976

🛍️ eCommerce

⚽ Sports

eCommerce • Entertainment • Sports

Ticketmaster is a leading ticketing platform that facilitates the sale of tickets for concerts, sports events, theater performances, and other live entertainment. The platform offers a user-friendly experience for purchasing tickets, as well as managing events and finding popular shows and games. Ticketmaster serves as the official ticket marketplace for many major sports leagues and artist events, making it a key player in the live entertainment industry.

📋 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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