Senior Machine Learning Engineer, CX

About the role

Coinbase is hiring a Senior Machine Learning Engineer for its CX Intelligence Engineering team, building the AI systems behind its Help Center, chatbots and support agent tooling. The role is remote within the US, with quarterly in-person working sessions called "surges".

What you'll do

• Architect and ship a multi-agent framework for agent assist, internal SOP execution and secure LLM-powered actions at a scale of millions of interactions.
• Lead complex ML projects end to end, balancing priorities, technical trade-offs and cross-team dependencies.
• Improve AI concierge chat and agent copilot experiences to raise automated resolution rates and cut handling time.
• Build defenses against adversarial inputs and bad actors to keep the platform safe and reliable.
• Define engineering and evaluation standards for ML/AI systems and mentor teammates.

Requirements

• 5+ years in machine learning and software engineering with production ML services shipped at scale.
• Hands-on work with LLMs, deep learning and the generative AI ecosystem (LangGraph, LangSmith, Google ADK, Vertex AI or AWS Bedrock), including multi-agent or LLM orchestration.
• Strong Python skills and clean, well-tested production code.
• Depth in NLP, information retrieval, conversational AI or advanced statistical modeling.
• Clear technical writing and communication with non-technical partners, plus responsible, human-in-the-loop use of generative AI tools.