Senior Machine Learning Engineer, CX Intelligence
About the role
Senior ML Engineer on the CX Intelligence team building AI-powered conversational systems that connect Coinbase Help Center, chatbots, and agent workflows; lead design of a unified orchestration layer coordinating vendor AI, internal multi-agent systems, and human participants to improve customer support.
Responsibilities
- Architect and deploy the orchestration layer that manages state transitions, context sharing, and intent routing across vendor and internal LLM frameworks in a distributed conversational environment.
- Build production-grade Python services that bridge advanced ML/AI research with reliable, measurable customer-facing products.
- Lead end-to-end project execution for complex ML initiatives, managing priorities, technical trade-offs, and cross-functional dependencies from design through delivery.
- Establish best practices for system design, coding standards, and AI/ML development workflows across the team.
- Mentor engineers on architectural integrity and modern AI/ML patterns, raising the technical bar for the broader team.
- Conduct design reviews to ensure every feature meets Coinbase's standards for security, scalability, and performance.
Qualifications
- 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 building with modern AI architectures (LLMs, deep learning) and the generative AI ecosystem, including frameworks such as LangGraph, LangSmith, Google ADK, Vertex AI, or AWS Bedrock.
- Deep proficiency in Python with demonstrated ability to write clean, maintainable, highly-tested production code.
- Specialized knowledge in at least one domain: NLP, information retrieval, computer vision, or advanced statistical modeling.
- Proven ability to write technical design documents and present ML system architectures to cross-functional stakeholders, translating complex technical concepts for non-technical audiences.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Skills
Benefits
- Private Medical Insurance
- Private Dental Insurance
- Group Life Insurance
- Childcare Reimbursement
- Wellness Stipend
- Mobile/Internet Reimbursement
- Meal Vouchers
- Learning and Development Allowance
- Employee Assistance Program
- Travel Medical Policy – Global Traveler
- Fertility Benefits
- Generous Time off/Leave Policy
About Coinbase
Buy, sell, and manage cryptocurrencies.
Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.
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