Senior Machine Learning Engineer, CX

Overview

Senior Machine Learning Engineer on the CX Intelligence Engineering team within Coinbase's Customer Engagement and Experience org, designing and building AI-powered systems that connect the Help Center, chatbots, and agent workflows.

What you'll do

• Architect and deploy the 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 ML 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 the multi-agent platform maintains high confidence and safety at scale.
• Establish best practices for system design, coding standards, and evaluation frameworks for ML/AI systems, mentoring team members on architectural decisions and modern ML development workflows.

What you'll need

• 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 (LangGraph, LangSmith, Google ADK, Vertex AI, or AWS Bedrock), with demonstrated ability to build multi-agent or LLM orchestration systems.
• Proficiency in Python with the ability to write clean, maintainable, and highly tested production code for ML applications.
• Specialized depth in at least one domain: NLP, information retrieval, conversational AI, or advanced statistical modeling, with the ability to ramp quickly on adjacent areas.
• Proven ability to write technical design documents and communicate complex ML concepts clearly to non-technical stakeholders across product, design, and CX teams.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

Details

• Remote-first, but not remote-only; expect to get together quarterly for in-person working sessions called "surges."
• Annual base salary range (excluding equity and bonus): $191,250 — $225,000 USD.
• Maximum of 3 applications within a 6-month period.