Senior Machine Learning Engineer, CX

Coinbase, Inc.; New York (NY); Hybrid; USD 191,000 - 225,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Coinbase is seeking a Senior Machine Learning Engineer to join the CX Intelligence Engineering team. You will design AI-powered systems that connect Help Center, chatbots, and agent workflows, delivering secure, scalable AI support across customer experiences.

You will lead end-to-end ML initiatives, build agent co-pilot experiences, and drive automation that speeds resolutions while maintaining safety and compliance. A remote-first, hybrid work model supports quarterly in-person surges.

Qualifications

• 5+ years in machine learning and software engineering with production ML experience.
• Hands-on with large language models and generative AI ecosystems.
• Proficiency in Python for production ML applications.
• Specialized depth in NLP, information retrieval, or conversational AI.

Responsibilities

• Architect and deploy a multi-agent framework for agent assist and secure LLM actions.
• Own end-to-end ML initiatives, managing priorities and trade-offs.
• Build AI-driven concierge chat and agent copilot experiences to improve resolution rates.
• Develop systems to detect bad actors and ensure platform safety at scale.
• Set best practices for design, coding and evaluation in ML/AI systems.

Skills

Python

LLMs

Deep learning

Generative AI

Production ML

NLP

Information retrieval

Conversational AI

Tools

LangGraph

LangSmith

Google ADK

Vertex AI

AWS Bedrock

Job description

Ready to do the most impactful work of your career? AtCoinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”learn more about working at Coinbase.

As a Senior Machine Learning Engineer on the CX Intelligence Engineering team within Coinbase's Customer Engagement and Experience org, you'll design and build the AI-powered systems that connect our Help Center, chatbots, and agent workflows. This team owns the multi-agent platform powering Coinbase chat, Help Center, and agent tooling surfaces, partnering with Conversation Design, CX, and Engineering teams to deliver secure, compliant, and scalable AI support. You'll drive key CX automation initiatives, including multi-agent framework development, agent assist capabilities, and LLM-powered secure actions that help customers get answers faster while enabling human agents to resolve cases more effectively.

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.

Required Skills and Experience:

• 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.

#P78698

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):: $191,250 USD - $225,000 USD

Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.

View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.

If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology? Click here to download a free compatible screen reader and view thetutorial.

Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.