Senior Conversational AI Developer

Job Summary:

JOB DESCRIPTION – SENIOR CONVERSATIONAL DEVELOPER

Location: Remote in Unites States

Contract Terms:  Permanent, Full Time, Salaried, Exempt

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. Our technology and services help make it easier for fans to connect with their favorite events and performers.

THE JOB

Ticketmaster, a global leader in live event ticketing, is seeking an experienced Senior Developer to join our dynamic team.  This role is instrumental in developing and enhancing our customer service capabilities through the implementation and improvement of AI-powered chatbots, specifically on the Amelia platform.  As part of our commitment to delivering exceptional service experiences, the candidate will leverage advanced AI, Natural Language Understanding (NLU), Large Language Models (LLM), and Natural Language Processing (NLP) technologies.

The ideal candidate will have a strong background in conversational development technologies, with hands-on experience in developing and managing AI-powered solutions.  This role demands a combination of technical expertise, creativity

WHAT YOU WILL BE DOING

• Development and Implementation: Lead the design, development, and deployment of AI-powered chatbots on the Amelia platform.  Ensure the chatbots effectively understand and respond to customer queries with high accuracy and efficiency.
• AT Integration: Seamlessly integrate NLU, LLM and NLP technologies to enhance the chatbot’s understanding, conversation flow and response generation capabilities.
• Performance Monitoring: Regularly monitor and evaluate the performance of the AI solutions, identifying opportunities for improvement and optimization. Use data-driven approaches to enhance user satisfaction and engagement.
• Collaboration and Leadership: Work closely with cross-functional teams, including product managers, UX/UI designers, and customer service specialists to gather requirements and translate business needs into robust AI solutions. Provide guidance and mentorship to junior developers and team members on AI technologies and best practices.
• Research and Development: Stay abreast of the latest developments in AI, machine learning and methodologies to maintain and extend our competitive edge in AI-powered customer service.
• Security and Compliance: Ensure all AI implementations comply with relevant laws, regulations, and best practices in data security and privacy. Safeguard customer data and maintain the integrity of our AI systems.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience:  Minimum of 5 years experience in software development, with at least 4 years focused on AI, chatbots, or related technologies. Proven track record of developing and deploying AI0powered applications or services.
• Technical Skills:  Proficient in programming languages relevant to AI and chatbot development (e.g. Python, JavaScript, Groovy). Deep understanding of NLU, LLM, NLP, and machine learning principles. Experience with the Amelia platform is highly desirable. Proficiency in full-stack development is highly advantageous.
• Problem-Solving:  Strong analytical and problem-solving skills, with the ability to design and implement effective AI solutions to complex customer service challenges.
• Communication:  Excellent verbal and written communication skills, with the capability to articulate technical concepts to non-technical stakeholders.
• Education:  Bachelor’s or master’s degree in computer science, AI, machine learning, or a related field or equivalent demonstrable work background.
• Teamwork:  Ability to work effectively in a team environment, providing leadership and fostering a collaborative work culture.
• Innovation:  passion for innovation and staying at the forefront of AI and technology trends.

YOU

• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high-quality work on time and on task.  Must be willing to take the time to do things right.
• Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
• The successful applicant should be well organized, have good written and verbal communication skills, and be sensitive to customer frustrations with technology issues.

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)

YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets

WEALTH: 401(k) program with company match, Stock Program Reimbursement

FAMILY: New parent programs & support including caregiver leave and infertility support

CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings

OTHERS: Volunteer time off, crowdfunding network

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 EMPLOYMENT OPPORTUNITY

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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

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.

#LI-Remote #LI-SM1

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The expected compensation for this position in California is:

$96,000.00 USD - $120,000.00 USD

The expected compensation for this position in Colorado is:

$96,000.00 USD - $120,000.00 USD

The expected compensation for this position in Washington is:

$96,000.00 USD - $120,000.00 USD

** Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law, the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, and the Washington Equal Pay and Opportunities Act. It is estimated based upon what a successful California or Colorado applicant or an individual working in this position in the state of Washington would be paid. It assumes that the candidate will be in California, Colorado, or Washington or perform the position from California, Colorado, or Washington. Similar positions located outside of California, Colorado, or Washington will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California, the CO EPEWA, and Washington Laws, a potential new employee’s salary history will not be used in compensation decisions.