Senior Machine Learning Engineer, CX Intelligence

Role Overview

Senior Machine Learning Engineer on the CX Intelligence team within Enterprise Applications and Architecture at Coinbase. You will build AI-powered conversational systems connecting the Help Center, chatbots, and agent workflows, and coordinate multi-agent orchestration that improves customer support at scale.

Responsibilities

• Design and implement a unified orchestration layer that coordinates interactions between vendor AI, internal multi-agent systems, and human participants.
• Architect and deploy orchestration components for state transitions, context sharing, and intent routing in distributed conversational environments.
• Build production-grade Python services that bridge ML/AI research into reliable, measurable customer-facing products.
• Lead end-to-end delivery of complex ML initiatives, managing priorities, technical trade-offs, and cross-functional dependencies.
• Define best practices for system design, coding standards, and AI/ML development workflows.
• Mentor engineers on architectural integrity and modern AI/ML patterns to raise the team’s technical bar.
• Run design reviews to ensure features meet standards for security, scalability, and performance.

Required Skills & Experience

• 5+ years professional experience in machine learning and software engineering, with a record of shipping production-grade ML services at scale.
• Hands-on experience with modern AI architectures and the generative AI ecosystem, including (examples): LangGraph, LangSmith, Google ADK, Vertex AI, AWS Bedrock.
• Deep proficiency in Python with the ability to write clean, maintainable, well-tested production code.
• Specialized expertise in at least one domain: NLP, Information Retrieval, Computer Vision, or Advanced Statistical Modeling.
• Ability to write technical design documents and present ML system architectures to cross-functional stakeholders.
• Responsible use of generative AI with human oversight to deliver business-ready outputs and measurable improvements in efficiency, cost, and quality.

Nice to Have

• Experience building conversational/multi-agent platforms (e.g., orchestration for AI + human-in-the-loop workflows).

Location / Work Model

• Remote-first, with Coinbase meeting quarterly for in-person working sessions (“surges”).
• Listed location: Remote — Brazil.