Senior Machine Learning Engineer, CX

Details

At Coinbase, you will work on the mission to increase economic freedom in a high-intensity environment. Coinbase is a remote-first, but not remote-only company, with quarterly in-person working sessions called “surges.”

As a Senior Machine Learning Engineer on the CX Intelligence Engineering team within Coinbase's Customer Engagement and Experience organization, you will design and build AI-powered systems connecting the Help Center, chatbots, and agent workflows. The team owns the multi-agent platform powering Coinbase chat, Help Center, and agent tooling surfaces, partnering with Conversation Design, CX, and Engineering teams to deliver secure, compliant, and scalable AI support. You will drive CX automation initiatives involving multi-agent framework development, agent assist capabilities, and LLM-powered secure actions.

Responsibilities

• Architect and deploy a multi-agent framework for agent assist, internal SOP execution, and secure LLM-powered actions, building scalable systems that handle millions of customer interactions.
• Own end-to-end project execution for complex machine learning initiatives, managing priorities, technical trade-offs, and cross-functional dependencies from design through production delivery.
• Build and optimize AI-driven concierge chat and agent copilot experiences that improve automated resolution rates and reduce case handling time.
• Develop systems to detect and manage bad actors and adversarial inputs, ensuring that the multi-agent platform maintains high confidence and safety at scale.
• Establish best practices for system design, coding standards, and evaluation frameworks for ML and AI systems.
• Mentor team members on architectural decisions and modern machine learning development workflows.

Requirements

• At least 5 years of professional experience in machine learning and software engineering, with a track record of shipping production-grade ML services at scale.
• Hands-on expertise with large language models, deep learning architectures, and the generative AI ecosystem, including technologies such as LangGraph, LangSmith, Google ADK, Vertex AI, or AWS Bedrock.
• Demonstrated ability to build multi-agent or LLM orchestration systems.
• Proficiency in Python and the ability to write clean, maintainable, and highly tested production code for ML applications.
• Specialized depth in at least one of the following domains: NLP, information retrieval, conversational AI, or advanced statistical modeling, with the ability to ramp quickly on adjacent areas.
• Ability to write technical design documents and communicate complex ML concepts clearly to non-technical stakeholders across product, design, and CX teams.
• Ability to use generative AI responsibly, maintain human oversight, and deliver business-ready outputs that improve workflow efficiency, cost, and quality.
• Experience responsibly using generative AI tools and copilots such as LibreChat, Gemini, or Glean, applying human-in-the-loop practices as the tools evolve.

Compensation

The annual base salary range is $191,250–$225,000 USD, excluding equity and bonus. Total compensation may also include equity, bonus eligibility, and medical, dental, vision, and 401(k) benefits.

Candidates may submit a maximum of three applications within a six-month period. Coinbase is an Equal Opportunity Employer. Reasonable accommodations are available for applicants with disabilities.