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Machine Learning Engineer, CX Intelligence
Full-time
The CX Intelligence Engineering team builds the multi-agent platform powering Coinbase Chat, Help Center, and agent tooling. As a Machine Learning Engineer, you'll design and scale the agentic systems that automate complex customer support workflows, connecting LLMs with internal APIs and tools to deliver fast, accurate and compliant AI-powered experiences for millions of customers.
What you'll do
Architect multi-agent systems using orchestration frameworks (LangGraph, Google ADK) to automate customer support procedures end-to-end.
Build and scale integrations using Model Context Protocol (MCP) to connect LLMs with internal APIs, databases and third-party tooling.
Develop automated "LLM-as-a-judge" evaluation pipelines to monitor and improve non-deterministic AI agents in production.
Implement RAG, fine-tuning and prompt engineering to ensure chatbot responses are grounded, accurate and compliant.
Ship production-ready Python services that are resilient, low-latency and handle Coinbase-scale traffic.
Required skills and experience
3+ years building and scaling ML/AI systems in production, including agentic "Loop" or "ReAct" based systems.
Deep understanding of the LLM lifecycle and multi-agent orchestration frameworks.
Strong Python proficiency with microservices, asynchronous programming and vector databases.
Ability to explain model behaviours and trade-offs to non-technical stakeholders across CX, Legal and Product.
