Engineering Manager - Customer Experience AI
WFA Digital Insight
The demand for skilled professionals in AI-powered customer experience is on the rise, with 25% of companies already investing in AI-driven support systems. As a leader in this field, Coinbase is seeking an Engineering Manager to drive the development of their AI-powered Automated Resolution platform. With a focus on delivering fast, accurate, and secure resolutions, this role is perfect for those who want to make a meaningful impact in the crypto and blockchain industry. Candidates should be prepared to showcase their expertise in Large Language Models, prompt engineering, and technical architecture.
Job Description
About the Role
The Engineering Manager - Customer Experience AI role at Coinbase is a unique opportunity to lead the development of AI-powered customer support systems. As a member of the CXAI Engineering team, you will be responsible for guiding a team of engineers working on a hybrid ecosystem of internal and third-party AI integrations. Your primary focus will be on driving the roadmap for Coinbase's conversational AI stack, ensuring that it is both secure and effective in resolving customer queries.The CXAI Engineering team is part of Coinbase's Consumer Engagement and Experience (CEE) organization, which is focused on transforming how customers interact with crypto support. The team's mission is to deliver fast, accurate, and secure resolutions using Generative AI, moving beyond traditional support systems to build an intelligent orchestration layer between customers and the blockchain.
As an Engineering Manager at Coinbase, you will have the opportunity to work with a talented team of engineers, designers, and product managers to build innovative solutions that meet the needs of Coinbase's customers. You will be expected to lead by example, driving a culture of excellence, collaboration, and continuous learning within the team.
What You Will Do
- Lead AI strategy and execution, driving the roadmap for Coinbase's conversational AI stack
- Oversee the integration of third-party AI solutions and scale Coinbase's in-house LLM infrastructure
- Establish rigorous AI evaluation frameworks and feedback loops to ensure accuracy and compliance
- Build secure pathways for AI agents to perform complex tasks via internal APIs
- Define the technical architecture for handling vector databases, prompt engineering, and context window management
- Own the reliability of AI services, including latency optimization, cost management, and fallback mechanisms
- Collaborate with cross-functional teams to ensure alignment and effective communication
- Drive technical architecture decisions, ensuring that solutions are scalable and secure
What We Are Looking For
- 8+ years of software engineering experience, with 2+ years leading high-performing teams
- Hands-on AI/ML leadership experience, with a focus on Large Language Models (LLMs)
- Experience building RAG (Retrievable Augmentation Generator) and agentic workflows
- Strong understanding of prompt engineering, fine-tuning, and model providers (e.g., OpenAI, Anthropic)
- Experience with technical architecture, including vector databases and context window management
- Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams
- Experience with cloud-based infrastructure and containerization (e.g., Docker, Kubernetes)
Nice to Have
- Experience with Excel and data analysis
- Knowledge of global financial regulations and compliance
- Experience with DevOps practices and tools (e.g., Jenkins, GitLab CI/CD)
- Familiarity with Coinbase's products and services
Benefits and Perks
- Competitive salary and equity package
- Opportunity to work on cutting-edge AI technology and contribute to the development of the crypto and blockchain industry
- Collaborative and dynamic work environment with a team of talented engineers and professionals
- Flexible working hours and remote work options
- Access to professional development opportunities and training programs
- Comprehensive health insurance and benefits package
- Paid time off and holidays
- Employee discounts on Coinbase products and services
How to Stand Out
- Tailor your resume and cover letter to highlight your experience with AI/ML, Large Language Models, and technical architecture.
- Be prepared to showcase your expertise in prompt engineering, fine-tuning, and model providers during the interview process.
- Demonstrate your ability to lead high-performing teams and drive technical architecture decisions.
- Show a keen understanding of the crypto and blockchain industry, as well as global financial regulations and compliance.
- Highlight your experience with cloud-based infrastructure, containerization, and DevOps practices.
- Prepare to discuss your experience with Excel and data analysis, as well as your ability to communicate complex technical concepts effectively.
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