AI/ML Engineer

Consumer Insight Measurement & Analytics (CIMA) is part of Disney Experience and is a center of excellence leading strategy development and decision-making through actionable data analytics integration and insights. Within CIMA, the Digital and Travel Operations Analytics (DTOA) team leverages best practices in analytics to capture data, analyze, and optimize our digital and contact center channels to drive guest satisfaction and business outcomes.

As an AI/ML Engineer (Senior Omni Channel Analyst), you will independently execute analytical projects from ideation to completion, addressing complex business questions that span digital and contact center ecosystems. You will develop solutions across disciplines in Artificial Intelligence including Large Language Models and Generative AI.  This role requires a passion for creative problem-solving, analytical delivery, and the ability to interpret and understand the objectives of complex business questions.  You will be a key data storyteller on the DTOA Analytics team by building explainable models and sharing key insights.  You will succeed in this role if you are passionate about data science and insights, endlessly curious, and enjoy working in a dynamic and fast-paced environment.

This role reports to the Manager, Omni Channel Analytics and will be based in Orlando, Florida.

What you will do:

• Advanced Analytics & AI Solutions:
  • Design and implement generative AI solutions and develop prompt engineering strategies to answer complex business questions.
  • Conduct projects from ideation to delivery, applying statistical modeling, machine learning, and deep-dive analyses.
• Data-Driven Storytelling:
  • Analyze digital and contact center data to extract actionable insights.
  • Communicate findings effectively to senior leadership and stakeholders.
• Collaboration & Innovation:
  • Work with cross-functional teams to solve abstract business challenges using reproducible, quantitative methods.
  • Stay up to date with the latest trends artificial intelligence and data science and share knowledge and best practices with team members.
  • Support partners and clients with data and processes to enable more efficient and consistent reporting and analysis in the organization.

Required Qualifications & Skills:

• 4+ years experience in analytics or data science.
• Advanced proficiency in SQL and Python.
• Experience with big data tools (Cloudera, MySQL, Snowflake, BigQuery).
• Strong background in statistical analysis, text mining, NLP, and clustering.
• Excellent communication skills and ability to translate complex data into clear insights.
• Proven track record in managing projects in fast-paced, dynamic environments.

Preferred Qualifications:

• Graduate degree and/or 6+ years of relevant experience in analytics or data science.
• Hands-on experience working with LLMs, generative AI solutions and prompt engineering.
• Experience with digital and contact center data and analytics.
• Familiarity with Docker, Spark and other advanced machine learning technologies.

Required Education:

Bachelor’s degree in a quantitative field (e.g., statistics, mathematics, engineering)

Preferred Education:

Graduate degree