Senior Machine Learning Engineer, CX Intelligence

About the Role

The CX Intelligence team is responsible for delivering secure, scalable automated support to millions of customers. As a Senior Machine Learning Engineer, you will play a critical role in shaping the future of customer support and driving business growth through innovation.

What You Will Do

• Architect and deploy the orchestration layer that manages state transitions, context sharing, and intent routing across vendor and internal LLM frameworks in a distributed conversational environment.
• Build production-grade Python services that bridge advanced ML/AI research with reliable, measurable customer-facing products.
• Lead end-to-end project execution for complex ML initiatives, managing priorities, technical trade-offs, and cross-functional dependencies from design through delivery.
• Establish best practices for system design, coding standards, and AI/ML development workflows across the team.
• Mentor engineers on architectural integrity and modern AI/ML patterns, raising the technical bar for the broader team.
• Conduct design reviews to ensure every feature meets Coinbase's standards for security, scalability, and performance.
• Collaborate with Conversation Design, CX, and Engineering teams to deliver secure, scalable automated support.
• Develop and maintain technical documentation for ML systems and architectures.
• Stay up-to-date with industry trends and emerging technologies in machine learning and AI.

What We Are Looking For

• 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 building with modern AI architectures (LLMs, deep learning) and the generative AI ecosystem, including frameworks such as LangGraph, LangSmith, Google ADK, Vertex AI, or AWS Bedrock.
• Deep proficiency in Python with demonstrated ability to write clean, maintainable, highly-tested production code.
• Specialized knowledge in at least one domain: NLP, information retrieval, computer vision, or advanced statistical modeling.
• Proven ability to write technical design documents and present ML system architectures to cross-functional stakeholders, translating complex technical concepts for non-technical audiences.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Excellent communication and collaboration skills, with the ability to work effectively in a remote environment.

Nice to Have

• Experience with cloud-based platforms such as AWS or Google Cloud.
• Knowledge of containerization using Docker and Kubernetes.
• Familiarity with agile development methodologies and version control systems such as Git.
• Experience with data visualization tools such as Tableau or Power BI.

Benefits and Perks

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Flexible PTO policy and remote work stipend.
• Opportunities for professional growth and development.
• Access to cutting-edge technologies and tools.
• Collaborative and dynamic work environment.

• Develop a strong portfolio of your machine learning projects, showcasing your expertise in Python and ML.
• Prepare to discuss your experience with modern AI architectures and the generative AI ecosystem.
• Emphasize your ability to work collaboratively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
• Be prepared to provide examples of your experience with cloud-based platforms, containerization, and agile development methodologies.
• Research Coinbase's culture and values, and be prepared to discuss how your skills and experience align with the company's mission and goals.
• Consider reaching out to current or former employees to gain insight into the company culture and what it's like to work as a remote employee.