Service Strategy & Design Engineer

Gametime is seeking a Fan Ops Service Strategy & Design Engineer to design and enhance systems supporting its fans. This role involves leveraging technical expertise in AWS (especially Amazon Connect), Kustomer, and front-end/backend development to deliver scalable, reliable, and intelligent support systems. The engineer will lead the evolution of chatbots, self-service experiences, and automated voice deflection, ensuring frictionless and efficient fan interactions while maintaining a human touch when necessary. The role requires collaboration with Fan Ops, Product, Engineering, and Data teams to align service design with Gametime’s fan-first mission.

Must Have

• Design and optimize Amazon Connect contact flows, including IVR logic, call routing, and escalation paths.
• Manage CI/CD pipelines and infrastructure-as-code for IVR and service systems.
• Integrate AWS, Kustomer, and internal tools for seamless fan and agent experiences.
• Build internal and fan-facing interfaces using React, JavaScript (ES6+), and Node.js.
• Create and debug complex Kustomer workflows, applets, and data transformations.
• Build and maintain Node.js/Express services, data pipelines, and RESTful APIs.
• Develop Gametime’s AI/ML roadmap for Fan Ops.
• Implement AI-driven chatbots, virtual agents, and voice deflection.
• Partner with Data Science and Product to measure success.
• Continuously tune LLM-powered and NLP-based models.
• Collaborate cross-functionally with Product, Data, and Fan Ops.
• Design systems that build trust, reduce friction, and deliver empathetic experiences.
• 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.
• Familiarity with LLMs, prompt engineering, and NLP systems.
• 5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment.

Good to Have

• AWS Certified Solutions Architect, DevOps Engineer, or equivalent certification.
• Experience with Amazon Lex, Comprehend, or Contact Lens.
• Familiarity with LangChain, OpenAI, Anthropic Claude, or Amazon Bedrock.
• Proven experience designing chatbots or voice deflection systems that improve self-service rates.
• Knowledge of Vercel, serverless architectures, and service design methodologies (journey mapping, CX blueprinting).
• Experience in consumer tech, ticketing, or marketplace environments is a plus.

Perks & 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

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role

The Fan Ops Service Strategy & Design Engineer will design and enhance the systems that underpin how Gametime supports its fans from contact flows and automation logic to chatbots and self-service tools.

This person will sit at the intersection of engineering, operations, and experience design, bringing technical expertise in AWS (especially Amazon Connect), Kustomer, and front-end and backend development to deliver scalable, reliable, and intelligent support systems.

They’ll lead the evolution of chatbots, self-service experiences, and automated voice deflection, ensuring fans can resolve issues quickly and intuitively while keeping the human touch when it matters most. Partnering closely with Fan Ops, Product, Engineering, and Data, they’ll ensure every interaction is frictionless, efficient, and true to Gametime’s fan-first mission.

Key Responsibilities

• 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.

Key Competencies

Technical Skills

• 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.

AI/ML & Automation

• 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.

Core Competencies

• Fan-First Mindset: Deep empathy for fans and passion for designing systems that resolve issues elegantly and efficiently.
• Collaborative Builder: Skilled at working across Product, Engineering, and Ops to translate ideas into real solutions.
• Analytical & Strategic: Data-driven decision-maker who connects system metrics to fan outcomes.
• Innovative Problem Solver: Energized by rethinking what great service looks like through technology and design.

Requirements

• 5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment.

Nice to Haves

• AWS Certified Solutions Architect, DevOps Engineer, or equivalent certification.
• Experience with Amazon Lex, Comprehend, or Contact Lens.
• Familiarity with LangChain, OpenAI, Anthropic Claude, or Amazon Bedrock.
• Proven experience designing chatbots or voice deflection systems that improve self-service rates.
• Knowledge of Vercel, serverless architectures, and service design methodologies (journey mapping, CX blueprinting).
• Experience in consumer tech, ticketing, or marketplace environments is a plus.

Why Gametime

This is a unique opportunity to define how Gametime delivers support to millions of fans through cutting-edge technology and thoughtful design. You’ll lead the integration of AI, automation, and self-service innovation into the heart of Fan Ops — creating smarter, faster, and more trusted experiences.

Join us to shape the future of fan service, where every interaction reflects Gametime’s values of trust, efficiency, and delight. left blank. Please use it for your completed job description.

What We can Offer:

• 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