Senior Software Engineer - Generative AI & ML, Customer Systems

Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe. 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. 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.