Service Strategy & Design Engineer

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 ($1200/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.

United States - Pay Range

$96050—$113000 USD