Software Engineer, Generative AI & ML, Customer Systems

Summary

At Apple, we are driven to deliver exceptional experiences through ultra-fast, thoughtfully designed, and meticulously crafted solutions. Our team is not just any group; we are a highly motivated, fast-paced, and dynamic collective of professionals committed to scaling new heights and achieving excellence. We seek individuals who strive beyond mediocrity and are relentless in their pursuit of perfection.

As a Software Engineer, Generative AI & ML, Customer Systems, you will contribute to model development and fine-tuning workflows for generative AI features. You will design and evaluate retrieval strategies for grounding large models in product-relevant data, and prototype and benchmark multi-agent collaboration systems for structured reasoning tasks. Partnering with data and platform engineers will be key to ensuring scalable deployment and monitoring.

Description

The Customer Support AI team at Apple 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!

Minimum Qualifications

• 4+ years of hands-on experience in ML, backend engineering, or data engineering.
• 1+ year of hands-on experience in training, fine-tuning, or evaluating LLMs.
• Proficiency in machine learning libraries (e.g., transformers, datasets).

Preferred Qualifications

• 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 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 (e.g., AWS, GCP, on-premise hybrid) is required.
• Bachelor's or Master's degree in Computer Science, Machine Learning, or a related field, or equivalent practical experience.

Key skills/competency

• Generative AI
• Machine Learning
• Large Language Models (LLMs)
• Retrieval-Augmented Generation (RAG)
• Backend Engineering
• Data Engineering
• Cloud Deployment
• Multi-agent Systems
• Conversational AI
• Transformers Library