Lead Artificial Intelligence Engineer – Customer Support Systems
The Walt Disney Company
full-time
Posted on:
Location Type: Hybrid
Location: New York City • California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $175,800 - $235,700 per year
Job Level
Senior
Tech Stack
AirflowMySQLNumpyPandasPostgresPythonSparkSQL
About the role
- Rapidly analyze and prototype AI-driven solutions that address key pain points for both customers using self-service systems and customer service (CS) agents interacting with internal tooling.
- Own and maintain production AI systems, including those leveraging large language models (LLMs); this includes optimization, fine-tuning, and debugging to ensure robustness and performance at scale.
- Bridge customer support needs with commerce platform capabilities, identifying which problems can be solved using existing infrastructure and which require new AI-powered solutions.
- Assess the effectiveness of deployed AI solutions through a data-driven lens, continuously iterating on what works and sunsetting or replacing what doesn’t deliver meaningful impact.
- Collaborate with other AI-focused teams across Disney Streaming, sharing innovations and adopting best practices to drive consistency, scalability, and impact in AI initiatives.
Requirements
- Bachelor’s degree in Data Science, Computer Science, Statistics, Mathematics, or a related field; PhD is a plus.
- 2+ years of hands-on experience building, deploying, and evaluating LLM based solutions.
- Minimum 7 years of related work experience in building, deploying, and evaluating real-world machine learning solutions.
- Proficiency in Python, SQL, and other relevant programming languages.
- Experience with data wrangling and analysis tools such as Pandas, NumPy, and working knowledge of databases like MySQL and PostgreSQL.
- Familiarity with big data and workflow platforms, including Spark, Databricks, Snowflake, Airflow, Jupyter, and GitHub.
- Proven experience leading end-to-end ML project lifecycles, including model design, experimentation, product deployment, CI/CD for ML pipelines, and ongoing monitoring.
- Excellent problem-solving abilities, with strong communication and collaboration skills.
Benefits
- A bonus and/or long-term incentive units may be provided as part of the compensation package
- full range of medical, financial, and/or other benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI-driven solutionslarge language modelsoptimizationfine-tuningdebuggingPythonSQLmachine learningdata wranglingmodel design
Soft skills
problem-solvingcommunicationcollaboration