Senior AI/ML Engineer - CX Copilot & Multi-Agent Platform

Coinbase, Inc.; Honolulu (HI); Hybrid; USD 191,000 - 225,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical

Dental

Vision

401(k)

Job summary

Coinbase, Inc. is seeking a Senior Machine Learning Engineer to design and deploy AI‑powered systems that connect Help Center, chatbots, and agent workflows within the CX Intelligence Engineering team.

You will own end‑to‑end ML initiatives, delivering secure, scalable solutions and improving customer support efficiency. You will work with LangGraph, LangSmith, and commercial AI platforms to build multi‑agent orchestration, guard against adversarial inputs, and mentor peers on modern ML

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, 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.
• 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.

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.

Skills

Machine learning

Software engineering

Python

LLMs

NLP / Conversational AI

Technical design

Generative AI tools

Tools

LangGraph

LangSmith

Google ADK

Vertex AI

AWS Bedrock

Job description

Coinbase, Inc. is seeking a Senior Machine Learning Engineer to design and deploy AI‑powered systems that connect Help Center, chatbots, and agent workflows within the CX Intelligence Engineering team.

You will own end‑to‑end ML initiatives, delivering secure, scalable solutions and improving customer support efficiency. You will work with LangGraph, LangSmith, and commercial AI platforms to build multi‑agent orchestration, guard against adversarial inputs, and mentor peers on modern ML