Lead AI Experience Engineer (Remote, United Kingdom)

Overview

Lead AI Experience Engineer for agentic AI services in Ticketmaster’s TM1 Client & Fan Support Engineering team.

What you'll do

• Provide technical leadership for agentic AI across the TM1 Client & Fan Support Engineering team.
• Lead design of AI experiences to understand client/fan needs, apply business rules, maintain context, and safely complete support tasks.
• Translate business processes, service policies, and customer journeys into AI behaviors, decision logic, 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 engineers toward production-ready solutions.
• Define and monitor AI quality measures (e.g., task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, business outcomes).
• Mentor AI engineers and evaluate emerging AI technologies to improve quality and operational effectiveness.

What you'll need

• Significant experience designing and leading conversational AI, intelligent assistants, 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/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 using interaction data, testing, and analytics to improve performance.
• Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices.

Details

• Location: Remote, United Kingdom.
• Contract terms: Fulltime.