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.
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:
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.
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.
5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment.
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.
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
At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.
Our team is on a mission to connect people through incredible shared experiences. We build technology that gets people out into the real world to enjoy their favorite events at a moment's notice. Come join us!
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