Design and build an agentic AI platform to manage renewable energy certificates and automate related workflows. Collaborate across teams to integrate the platform, optimize user onboarding, and iterate based on feedback and metrics.
TC
Hybrid Lead Artificial Intelligence Engineer – Customer Support Systems
Posted 4 months ago
About the role
- Lead AI Engineer focused on intelligent automation in Customer Support for Disney. Collaborate with teams to design and productionize AI-driven systems enhancing customer experiences.
Responsibilities
- 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 benefits
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