Senior Machine Learning Engineer, CX
Coinbase · Remote - USA
About this role
**Senior Machine Learning Engineer, CX — Coinbase** Ready to do the most impactful work of your career? Coinbase is remote-first (remote-only not required) and brings teams together quarterly for in-person “surges.” As a **Senior Machine Learning Engineer** on the **CX Intelligence Engineering** team (Customer Engagement & Experience), you’ll design and build **AI-powered systems** that connect Coinbase’s **Help Center, chatbots, and agent workflows**. The team owns the **multi-agent platform** powering Coinbase chat, Help Center, and agent tooling—partnering with Conversation Design, CX, and Engineering to deliver **secure, compliant, scalable** AI support. You’ll drive key CX automation initiatives, including **multi-agent framework development**, **agent assist**, and **LLM-powered secure actions** to help customers get answers faster while enabling human agents to resolve cases more effectively. --- **What you’ll do** - Architect and deploy a **multi-agent framework** for agent assist, internal SOP execution, and **secure LLM-powered actions**, handling millions of customer interactions. - Own **end-to-end delivery** for complex ML initiatives—managing priorities, technical trade-offs, and cross-functional dependencies from design through production. - Build and optimize **AI-driven concierge chat** and **agent copilot** experiences to improve automated resolution rates and reduce case handling time. - Develop systems to **detect and manage bad actors/adversarial inputs** to maintain high confidence and safety at scale. - Establish best practices for **system design, coding standards, and ML/AI evaluation frameworks**, mentoring others on architecture and modern ML workflows. --- **Required Skills & Experience** - **5+ years** in machine learning and software engineering, with a track record of shipping **production-grade ML** at scale. - Hands-on expertise with **large language models** and generative AI ecosystems (e.g., **LangGraph, LangSmith, Google ADK, Vertex AI, AWS Bedrock**), including building **multi-agent/LLM orchestration** systems. - Proficiency in **Python** for clean, maintainable, highly tested production ML code. - Depth in at least one area: **NLP, information retrieval, conversational AI, or advanced statistical modeling**. - Ability to write **technical design documents** and clearly communicate ML concepts to non-technical stakeholders across product, design, and CX. - Responsible use of generative AI with **human oversight**, delivering measurable improvements in workflow efficiency, cost, and quality. - Experience using generative AI tools/copilots (e.g., **LibreChat, Gemini, Glean**) in daily workflows and applying **human-in-the-loop** practices. --- **Pay Transparency (Annual Base Salary Range)** - **$191,250 – $225,000 USD** (excluding equity and bonus) --- **Additional Notes** - **Application limit:** Maximum of **3 applications within a 6-month period**. - **Equal Opportunity Employer:** Coinbase considers qualified applicants without regard to protected characteristics; criminal histories considered consistent with applicable laws. - **Accommodations:** If you need a reasonable accommodation, email **accommodations[at]coinbase.com**. - **Data Privacy & Arbitration:** By submitting an application, you agree to Coinbase’s Candidate Privacy Notice (and arbitration terms for US applicants).
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