Gametime · 2 months ago
Service Strategy & Design Engineer
United States
Full-time
Remote
Senior Level
$96K/yr - $113K/yr
5+ years expGametime is a company focused on uniting the world through shared live experiences. The Fan Ops Service Strategy & Design Engineer will design and enhance systems to support fans, integrating technical expertise in AWS and development to create scalable support solutions.
E-CommerceEventsMedia and EntertainmentMobile AppsTicketing
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
Qualification
Required
5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment
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 to improve automation and efficiency
Familiarity with LLMs, prompt engineering, and NLP systems
Deep empathy for fans and passion for designing systems that resolve issues elegantly and efficiently
Skilled at working across Product, Engineering, and Ops to translate ideas into real solutions
Data-driven decision-maker who connects system metrics to fan outcomes
Energized by rethinking what great service looks like through technology and design
Preferred
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
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
Company
Gametime
Gametime sells last-minute tickets to the most popular events in sports, music, and theater.
201-500 employees
H1B Sponsorship
Gametime has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (2)
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageTotal Funding
$71.6MKey Investors
Nimble PartnersEvolution MediaAccel
2022-05-26Series C· $30M
2017-09-13Series Unknown· $8.2M
2016-09-21Series B· $20M
Leadership Team
Brad Griffith
CEO
Recent News
2025-12-10
2025-10-20
Company data provided by crunchbase