Senior Software Engineer - Generative AI & ML, Customer Systems

Apple • Austin, TX

1d

About The Position

The Customer Support AI team is responsible for building multi-turn, conversational, agentic applications and frameworks to support Apple customers across numerous lines of business. You’ll be contributing hands on to a team that consists of engineers, data scientists & researchers to enhance a multi-modal, multi-agent platform with a key focus on incorporating research to improve, latency, cost and customer experience. This is an incredible opportunity to contribute innovation & research to a well established generative AI platform within Apple. There is a huge amount of opportunity and growth within this space!

Requirements

• 5+ years of hands-on experience in ML, backend engineering, data engineering
• 1-2 years of hands-on experience in training, fine-tuning, or evaluating LLMs
• Foundational understanding of RAG architectures and vector-based retrieval systems
• Strong experience partnering with business and engineering team to deliver AI solutions

Nice To Haves

• Exposure to multi-agent orchestration frameworks in Rust and Python.
• Familiarity with modern deep learning frameworks such as PyTorch, TensorFlow, or JAX.
• Experience with data preprocessing, tokenization, and pipeline automation.
• Proficiency in machine learning libraries (transformers, datasets).
• Strong problem-solving and collaboration skills, with the ability to learn quickly and adapt to production-grade systems.
• Experience working with Multi-modal LLMs to enable Voice capabilities is a plus or prior experience with STT, TTS systems.
• Experience with deploying to cloud environments (AWS, GCP, on-remote hybrid) is required.
• Bachelor's or Master's degree in Computer Science, Machine Learning, or related field, or equivalent practical experience.

Responsibilities

• Contribute to model development and fine-tuning workflows for generative AI features.
• Design and evaluate retrieval strategies for grounding large models in product-relevant data.
• Prototype and benchmark multi-agent collaboration systems for structured reasoning tasks.
• Partner with data and platform engineers to ensure scalable deployment and monitoring.

What This Job Offers

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