Lead Artificial Intelligence Engineer - Customer Support Systems at The Walt Disney Company

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media, TechnologyIndustries

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 (inferred from context as a Lead role)

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
Partner with cross-functional teams to design, prototype, and productionize AI-driven systems — from natural language understanding to agent assist tools and predictive analytics — all with the goal of enhancing the customer support experience

Skills

Key technologies and capabilities for this role

Artificial IntelligenceAISoftware EngineeringData ScienceProduct DevelopmentTechnologists

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office work?

This information is not specified in the job description.

What skills are required for the Lead AI Engineer role?

The role requires expertise in machine learning, AI-driven solutions including natural language understanding, agent assist tools, predictive analytics, and the ability to rapidly analyze, prototype, and productionize systems.

What is the company culture like at Disney Entertainment and ESPN Product & Technology?

The team consists of Storytellers and Innovators, Creators and Builders, Entertainers and Engineers, focused on marrying technology with creativity to build world-class products, enhance storytelling, and drive innovation at global scale.

What makes a strong candidate for this Lead AI Engineer position?

A strong candidate has a passion for cutting-edge AI, experience leading applied research and engineering in the customer support domain, and the ability to partner with cross-functional teams to deliver intelligent automation and personalized experiences.