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

New York, New York, United States

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media, TechnologyIndustries

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)

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