Senior Machine Learning Engineer, CX
About the role
Senior ML Engineer on the CX Intelligence Engineering team at Coinbase, building AI-powered systems that connect Help Center, chatbots, and agent workflows. Focus areas include multi-agent framework, agent assist, secure LLM-powered actions, and scalable CX automation to improve automated resolution and assist human agents.
Responsibilities
- 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.
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 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 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.
Skills
Benefits
- Medical Plan, Dental and Vision Plan with generous employee contributions
- Health Savings Account with company contributions each pay period
- Disability and Life Insurance
- 401(k) plan with company match
- Wellness Stipend
- Mobile/Internet Reimbursement
- Volunteer Time Off
- Fertility Counseling and Benefits
- Generous Time off/Leave Policy
- The option of getting paid in digital currency
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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