Software Engineer - Generative AI & ML, Customer Systems
About The Position
The Customer Support AI team builds multi-turn, conversational, agentic applications and frameworks to support Apple customers across numerous lines of business. This hands-on role works with engineers, data scientists, and researchers to enhance a multimodal, multi-agent platform, incorporating research to improve latency, cost, and customer experience. The position contributes to model development and fine-tuning workflows for generative AI features; designs and evaluates retrieval strategies to ground large models in product-relevant data; prototypes and benchmarks multi-agent collaboration systems for structured reasoning tasks; and partners with data and platform engineers on scalable deployment and monitoring. It offers the opportunity to contribute innovation and research to an established generative AI platform at Apple.
Requirements
- At least 4 years of hands-on experience in machine learning, backend engineering, or data engineering.
- At least 1 year of hands-on experience training, fine-tuning, or evaluating large language models.
- Proficiency with machine learning libraries such as transformers and datasets.
- Bachelor's or master's degree in Computer Science, Machine Learning, or a related field, or equivalent practical experience.
- Experience deploying to cloud environments such as AWS or GCP is required.
Nice To Haves
- Foundational understanding of RAG architectures and vector-based retrieval systems.
- Strong problem-solving and collaboration skills, with the ability to learn quickly and adapt to production-grade systems.
- Experience with multimodal LLMs for voice capabilities, or prior experience with STT or TTS systems.
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 support scalable deployment and monitoring.
- Help enhance a multimodal, multi-agent platform, incorporating research to improve latency, cost, and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
