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

Job Summary:

JOB DESCRIPTION –Lead Data & AI Platform Engineer

Location: Remote, United Kingdom

Division: Ticketmaster

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

Ticketmaster is building a digital-first customer operations ecosystem powered by data, automation, and AI. The Lead Data & AI Platform Engineer designs and scales the platforms that support customer service, workforce optimization, automation, and conversational AI across global markets.

This is a senior, hands-on leadership role. You will set platform and engineering standards, coach and develop engineers and data scientists, and may directly manage individuals as the team grows. You will also design and build Databricks Genie experiences that allow business users to safely ask questions of trusted data and receive useful, explainable answers.

The role partners with Product, Operations, Engineering, Workforce Management, and AI teams to deliver reliable, scalable solutions that improve customer outcomes, operational performance, and AI effectiveness.

WHAT YOU WILL BE DOING

• Lead the architecture and ongoing evolution of the Databricks platform for customer operations, analytics, automation, and AI use cases across global markets.
• Design, build, review, and optimize scalable Databricks pipelines that ingest data from enterprise and customer-support systems into trusted, reusable data products.
• Establish clear data architecture, modeling, quality, governance, lineage, access, observability, and reliability standards using Databricks and Unity Catalog.
• Design, build, and continuously improve Databricks Genie spaces, including curated data domains, semantic models, business definitions, trusted metrics, verified queries, permissions, and answer evaluation.
• Use Databricks AI capabilities to analyze operational data, surface trends and opportunities, and make trusted intelligence available through Genie, dashboards, APIs, and approved workflows.
• Apply machine learning, NLP, Generative AI, forecasting, and operational analytics where they provide clear business value, with appropriate evaluation and lifecycle controls.
• Partner with Product, Operations, Workforce Management, Engineering, and AI teams to turn business questions into scalable data and intelligence solutions.
• Provide hands-on technical leadership through design reviews, coding, troubleshooting, platform optimization, and engineering standards.
• Coach and mentor engineers and data scientists, helping them grow their Databricks, data engineering, analytics, and AI capabilities.
• Manage individual contributors where required, including goal setting, development, feedback, performance support, and creating space for innovation and career growth

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Strong hands-on experience with Databricks, Spark/PySpark, Delta Lake, cloud data platforms, and enterprise-scale data pipelines.
• Hands-on experience designing and operating Databricks lakehouse architectures, including governed data products, semantic layers, trusted metrics, data quality, and role-based access.
• Hands-on experience building and operating Databricks Genie or closely comparable natural-language analytics experiences. You should understand how to prepare data and semantic models so users can ask reliable business questions and receive grounded answers.
• Experience with Databricks governance and platform capabilities such as Unity Catalog, lineage, access controls, CI/CD, monitoring, and observability.
• Experience building batch and streaming ingestion pipelines and integrating structured and unstructured data from multiple enterprise systems.
• Experience using Databricks AI capabilities and/or developing AI/ML solutions with Python, including practical use of NLP, Generative AI, embeddings/vector search, forecasting, or conversational AI.
• Understanding of how to evaluate AI-generated answers for accuracy, grounding, freshness, access compliance, and business usefulness.
• Experience building analytics and reporting solutions that turn operational data into clear insights for business and executive users.
• Strong engineering practices including version control, automated testing, CI/CD, DevOps, performance optimization, and production support.
• Proven technical leadership with the ability to independently lead complex initiatives, make architecture trade-offs, and communicate clearly with technical and business stakeholders.
• Experience coaching, mentoring, or managing engineers/data scientists and improving team practices and capability. Experience developing AI and machine-learning solutions using Python, including NLP, conversational AI, forecasting, and AI performance measurement.
• Experience with data and AI engineering practices, including CI/CD, version control, automated testing, DevOps, and governance.
• Proven technical leadership experience, with the ability to lead complex initiatives and communicate effectively with technical and business stakeholders.

PREFERRED QUALIFICATIONS

• Experience with Databricks AI/BI, Genie, Mosaic AI, Vector Search, MLflow, model serving, or related Databricks-native AI capabilities.
• Experience with Generative AI, LLM orchestration, RAG, prompt engineering, or AI-assisted automation workflows.
• Familiarity with Kubernetes, Docker, GitLab/GitHub CI/CD, Terraform, and modern ML deployment frameworks.
• Experience supporting global or enterprise-scale customer operations environments.
• Knowledge of contact center platforms such as Zendesk, Five9, Amelia, workforce management platforms, or conversational AI ecosystems.

YOU (BEHAVIOURAL SKILLS)

• You take ownership of complex initiatives and deliver results that drive meaningful business impact.
• You build strong partnerships and influence outcomes across technical and business teams.
• You balance strategic thinking with hands-on execution, navigating ambiguity and making sound decisions.
• You provide technical leadership, coaching, and mentorship that helps others grow and succeed.
• You establish scalable solutions, standards, and best practices that improve organizational capability.
• You communicate clearly, build trust, and foster a culture of accountability, collaboration, and continuous improvement.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review. #LI-JCK #LI-Remote

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.