Senior Software Engineer Generative AI & ML, Customer Systems

Customer Systems is part of ISu0026T and drives the technology behind Apples customer support experience from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCares online support platform which handles 6 billion visits per year delivering seamless high-quality support to Apple customers around the 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 to model development and fine-tuning workflows for generative AI features. nDesign and evaluate retrieval strategies for grounding large models in product-relevant data. nPrototype and benchmark multi-agent collaboration systems for structured reasoning tasks. nPartner with data and platform engineers to ensure scalable deployment and monitoring.

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world Join Apples Information Systems and Technology (ISu0026T) organization. ISu0026T is the engine behind everything Apple does for customers and for the people who build for them. Its Apples central nervous system. Supporting 2.5 billion active Apple devices processing billions of secure transactions and keeping the technology that defines modern life running flawlessly ISu0026T makes the impossible feel you love building solutions to handle global complexity and immense scale Imagine what you could do Customer Support AI team is responsible for building multi-turn conversational agentic applications and frameworks to support Apple customers across numerous lines of business. Youll be contributing hands on to a team that consists of engineers data scientists u0026 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 u0026 research to a well established generative AI platform within Apple. There is a huge amount of opportunity and growth within this space!

5 years of hands-on experience in ML backend engineering data engineering n1-2 years of hands-on experience in training fine-tuning or evaluating LLMsnFoundational understanding of RAG architectures and vector-based retrieval systemsnStrong experience partnering with business and engineering team to deliver AI solutionsnBachelors or Masters degree in Computer Science Machine Learning or related field or equivalent practical experience.

Proficiency in machine learning libraries (transformers datasets). nStrong problem-solving and collaboration skills with the ability to learn quickly and adapt to production-grade systems. nExperience working with Multi-modal LLMs to enable Voice capabilities is a plus or prior experience with STT TTS with deploying to cloud environments (AWS GCP on-remote hybrid) is required.