Agent Development Engineer, Customer Systems

Apple • Cupertino, CA

2h

About The Position

Customer Systems is part of IS&T and drives the technology behind Apple’s customer support experience, including contact center operations, software for the Genius Bar, and AppleCare’s online support platform. The team builds and operates a platform that handles 6 billion visits per year, providing support to Apple customers around the world.

The Agent Development Engineer will design, build, and deploy autonomous AI systems that use Large Language Models (LLMs) to reason, plan, use tools, and execute multi-step actions. The role focuses on creating intelligent agents that can improve Apple’s operations and customer experiences. The engineer will work with systems that are non-deterministic and require ongoing testing, monitoring, and adaptation, with an emphasis on end-to-end goal-driven system behavior rather than isolated model optimization. The position also involves process automation and understanding how AI agents can replace or augment traditional Robotic Process Automation (RPA), as well as collaborating with diverse teams across Apple.

Requirements

• B.S. in Computer Science, Computer Engineering, or a related technical field, or equivalent professional work experience.
• At least 7 years of proven professional software development experience; longer experience is preferred.
• At least 2 years of professional software development experience focused on backend systems or AI/ML applications.
• Strong proficiency in TypeScript and experience developing robust, scalable applications.
• Experience with at least one major AI agent framework, such as LangChain, AutoGen, LangGraph, or Semantic Kernel.
• Deep understanding of LLM capabilities, limitations, and practical applications.
• Practical experience with RAG and fine-tuning techniques for LLMs.
• Experience with vector databases and traditional SQL or NoSQL databases.
• Proficiency with cloud platforms (AWS, Azure, or GCP) and containerization tools (Docker and Kubernetes).
• Excellent communication and collaboration skills.
• Passion for process automation and understanding of business workflows.

Nice To Haves

• Experience in AI, machine learning, or automation systems beyond basic scripting.
• Background as a Machine Learning Engineer or Full-Stack Developer, with a strong interest in autonomous systems.
• Familiarity with JavaScript or TypeScript for agent front-end integration or tooling.
• Experience designing and implementing complex multi-agent systems or agentic workflows.
• Understanding of ethical AI principles, bias detection, and mitigation strategies in agent design.
• Contributions to open-source AI agent frameworks or relevant research.
• Demonstrated ability to translate complex business problems into agent-based solutions.

Responsibilities

• Create foundational AI-agent architectures, including reasoning engines for breaking down complex problems and decision-making workflows.
• Build autonomous agents using frameworks such as LangChain, LangGraph, AutoGen, or CrewAI.
• Connect agents to external tools, databases, APIs, and business systems.
• Implement short- and long-term memory systems, including vector databases and Retrieval-Augmented Generation (RAG), to retain context across tasks.
• Author domain-specific prompts and design workflows to guide agent reasoning and performance.
• Implement human-in-the-loop systems, evaluation frameworks, and safety guardrails to support reliable, ethical, and predictable agent behavior in production.
• Deploy agents to production using containerization and cloud platforms, ensuring scalability and high availability.
• Continuously test, monitor, and adapt non-deterministic AI systems.
• Apply AI agents to process automation and business workflows, including replacing or augmenting traditional RPA.
• Communicate and collaborate with diverse teams across Apple.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior