Lead Data & AI Platform Engineer (Remote, United Kingdom)

Job summary

The Lead Data & AI Platform Engineer will play a critical role in scaling platforms and intelligence capabilities for customer support, automation, workforce optimization, and conversational AI across global markets. This position combines data engineering, operational analytics, machine learning, and technical leadership to deliver scalable solutions that improve customer experience, automation effectiveness, operational efficiency, and business decision-making. The role involves partnering cross-functionally to deliver data-driven insights and scalable automation solutions.

Qualifications

• Strong experience designing scalable data platforms, enterprise data architectures, and Databricks-based operational intelligence solutions.
• Proven experience as a Data Engineer, Analytics Engineer, Data Scientist, Machine Learning Engineer, AI Engineer, or related technical leadership role.
• Strong experience with Databricks, Spark, cloud data platforms, and enterprise-scale data pipelines.
• Experience developing AI/ML solutions using Python and modern data science frameworks.
• Strong background in statistics, machine learning, NLP, forecasting, and operational analytics.
• Deep understanding of conversational AI ecosystems, intent modeling, NLU analytics, and AI performance measurement.
• Experience implementing CI/CD frameworks, version control, automated testing, and DevOps best practices.
• Experience building scalable dashboards and reporting solutions using BI tools and modern visualization frameworks.
• Ability to independently lead complex initiatives with competing priorities and organizational visibility.
• Strong communication, stakeholder management, and problem-solving skills.
• Experience with Generative AI, LLM orchestration, prompt engineering, or AI-assisted automation workflows.
• Familiarity with Kubernetes, Docker, GitLab CI/CD, and modern ML deployment frameworks.
• Experience supporting global or enterprise-scale customer operations environments.
• Knowledge of contact center platforms such as Zendesk, Five9, Amelia, or conversational AI tooling.

Responsibilities

• Lead the design and evolution of scalable data, analytics, and AI platforms that support customer operations, automation, and operational intelligence across global markets.
• Architect and optimize Databricks-based data pipelines and enterprise data platforms that unify customer, operational, workforce, and AI datasets into trusted intelligence solutions.
• Drive the development of machine learning, NLP, Generative AI, and operational intelligence capabilities that improve customer experience, operational efficiency, and automation performance.
• Deliver actionable insights and executive-level reporting that inform strategic decision-making and identify opportunities for operational improvement.
• Establish engineering standards, governance frameworks, and best practices for data quality, platform reliability, CI/CD, and AI lifecycle management.
• Partner across Product, Operations, Engineering, and AI teams to align technology investments with business objectives and long-term strategy.
• Provide technical leadership, coaching, and day-to-day guidance to engineers and data scientists, supporting professional development, delivery excellence, and adoption of best practices across data, analytics, and AI initiatives.

Skills

Relocation