AIML Data Engineer

Are you passionate about building the data infrastructure that powers AI-driven customer experience measurement - and using that data to uncover the "why" behind the numbers? The AppleCare Customer Insights (ACCI) team is redefining how Apple measures and improves generative support experiences. Our AIML initiatives use large language models to evaluate support conversations across multiple quality dimensions, providing real-time signal to leadership on how our AI-powered support is performing. We are seeking an AIML Data Engineer to own the data pipelines, feature engineering, and telemetry infrastructure that underpin our AIML portfolio - while also serving as a hands-on analytics partner who conducts root cause analysis, targeted investigations, and data-driven deep dives that translate pipeline outputs into actionable insights for program managers and leadership.

Description

The AIML Data Engineer builds and maintains the data foundation that powers ACCI's AI/ML initiatives, and turns that foundation into insight. You will design and implement pipelines that ingest support conversation data, transform it into model-ready formats, orchestrate scoring workflows, and deliver telemetry - then go a step further by partnering with program managers to investigate trends, diagnose performance shifts, and surface the stories in the data that drive decisions. This is a full-stack engineering-and-analytics role that consolidates data pipeline orchestration, model feature engineering, telemetry analytics, and investigative analysis into a single high-impact position.

Responsibilities:

Data Engineering & Infrastructure:

Design, build, and maintain scalable data pipelines that ingest, transform, and deliver support interaction data to LLM-based scoring systems

Engineer features and data transformations that prepare conversation data for AI consumption - metadata enrichment, schema normalization, and prompt context assembly

Build and maintain telemetry pipelines that track model performance, scoring accuracy, and concept drift across LLM-based auto evaluation dimensions

Develop and operate pipeline orchestration workflows ensuring reliable, timely data delivery across multiple AIML workstreams

Implement data quality checks, validation, and monitoring at pipeline ingestion points

Build monitoring and alerting for pipeline health, data freshness, scoring latency, and load failures

Integrate with upstream data sources (Snowflake, enterprise support systems) and downstream consumers (dashboards, executive reporting, model retraining)

Analytics & Investigation:

Conduct root cause analysis when CXI scores, CSAT, or other metrics shift - diagnosing whether changes are data-driven, model-driven, or reflect real customer experience changes

Partner with program managers on targeted investigations: identifying cohorts, isolating variables, and quantifying impact of specific support experiences

Proactively surface anomalies, trends, and opportunities from pipeline telemetry before they become escalations

Preferred Qualifications

Experience building data pipelines supporting LLM-based systems (RAG, scoring, evaluation)

Experience with data visualization and storytelling (Tableau, Streamlit, or similar)

Familiarity with NLP data preparation - tokenization, embedding generation, prompt engineering data flows

Experience with streaming or event-driven data architectures (Kafka or similar)