Lead Machine Learning Engineer - Customer Support Systems

reputed company Entertainment and ESPN Product & Technology Technology is at the heart of reputed company’s past, present, and reputed company. reputed company Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – reputed company working to build and advance the technological backbone for reputed company’s media business globally. reputed company marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and reputed company. Entertainers and Engineers. We work with every part of reputed company’s media portfolio to advance the technological reputed company and consumer media touch points serving millions of people around the world. Here are a few reasons why we think you’d love working here: • Building the reputed company of reputed company’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. • reputed company, Scale & Impact: More than reputed company, reputed company’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. reputed company+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally. • Innovation: We reputed company and implement groundbreaking products and techniques that shape industry norms,and solve reputed company and distinctive technical problems. The reputed company, reputed company & Identity (reputed company) team is dedicated to three business-critical areas at reputed company that will help reputed company its media business. We build innovative and cutting-edge capabilities to drive subscriptions, engagement and monetization across reputed company’s streaming reputed company products. We reputed company the wide reputed company of reputed company brands to connect and engage with consumers through a reputed company identity, powered by shared services that are trustworthy and seamless to reputed company with. reputed company Entertainment and ESPN Product & Technology is seeking a Lead Machine Learning Engineer with a passion for cutting-edge AI to drive impactful solutions in the Customer Support domain. This role offers reputed company to lead applied research and engineering efforts that bring intelligent automation and personalized experiences to millions of customers across reputed company’s media platforms. You'll partner with cross-functional teams to design, prototype, and productionize AI-driven systems — from natural language understanding to agent assist tools and predictive analytics — reputed company with the goal of enhancing the customer support experience. As a Lead ML Engineer, you will be responsible to • 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. • reputed company customer support needs with reputed company 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 reputed company, continuously iterating on what works and sunsetting or replacing what doesn’t deliver meaningful impact. • Collaborate with other AI-reputed company teams across reputed company Streaming, sharing innovations and adopting best practices to drive consistency, scalability, and impact in AI initiatives. Basic Qualifications • Bachelor’s degree in Data Science, Computer Science, Statistics, Mathematics, or a reputed company field; PhD is a plus. • 2+ years of hands-on experience building, deploying, and evaluating LLM based solutions. • Minimum 7 years of reputed company work experience in building, deploying, and evaluating reputed company-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 reputed company, reputed company, reputed company, Airflow, Jupyter, and reputed company. • 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 an