Lead Data & AI Platform Engineer (Remote, United Kingdom)

JOB DESCRIPTION –Lead Data & AI Platform Engineer Location: Remote, United Kingdom Division: Ticketmaster Hiring Manager: VP - Client & Fan Support Technology Contract Terms: Permanent THE TEAM The engineering team builds and operates reliable, scalable software products that support high-volume customers, partners, and internal workflows. The team works closely with product, design, data, security, operations, and other engineering groups to deliver resilient systems, improve platform quality, and create better experiences for users. THE JOB At Ticketmaster, we are building a Digital First customer operations ecosystem powered by data, analytics, automation, and AI. As part of the Contact Center Technology team, the Senior Lead Data & AI Platform Engineer will play a critical role in scaling the platforms and intelligence capabilities that power customer support, automation, workforce optimization, and conversational AI across global markets. This role is responsible for designing and scaling the data, analytics, and AI platforms that power customer operations intelligence across Ticketmaster's global support ecosystem. The position combines data engineering, operational analytics, machine learning, and technical leadership to deliver scalable solutions that improve customer experience, automation effectiveness, operational efficiency, and business decision-making. The ideal candidate combines strong technical expertise with business acumen and can independently lead complex projects that improve customer experience, operational efficiency, and AI performance. The Lead Data & AI Platform Engineer is expected to partner cross-functionally with Product, Operations, Engineering, Workforce Management, and AI teams to deliver data-driven insights and scalable automation solutions that support organizational goals.

Lead the design and evolution of scalable data, analytics, and AI platforms that support customer operations, automation, and operational intelligence across global markets. Architect and optimize Databricks-based data pipelines and enterprise data platforms that unify customer, operational, workforce, and AI datasets into trusted intelligence solutions. Drive the development of machine learning, NLP, Generative AI, and operational intelligence capabilities that improve customer experience, operational efficiency, and automation performance. Deliver actionable insights and executive-level reporting that inform strategic decision-making and identify opportunities for operational improvement. Establish engineering standards, governance frameworks, and best practices for data quality, platform reliability, CI/CD, and AI lifecycle management. Partner across Product, Operations, Engineering, and AI teams to align technology investments with business objectives and long-term strategy. Provide technical leadership, coaching, and day-to-day guidance to engineers and data scientists, supporting professional development, delivery excellence, and adoption of best practices across data, analytics, and AI initiatives. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Strong experience designing scalable data platforms, enterprise data architectures, and Databricks-based operational intelligence solutions. Proven experience as a Data Engineer, Analytics Engineer, Data Scientist, Machine Learning Engineer, AI Engineer, or related technical leadership role. Strong experience with Databricks, Spark, cloud data platforms, and enterprise-scale data pipelines. Experience developing AI/ML solutions using Python and modern data science frameworks. Strong background in statistics, machine learning, NLP, forecasting, and operational analytics. Deep understanding of conversational AI ecosystems, intent modeling, NLU analytics, and AI performance measurement. Experience implementing CI/CD frameworks, version control, automated testing, and DevOps best practices. Experience building scalable dashboards and