Machine Learning Engineer, CX Intelligence

Location: Remote - Brazil

Department: Machine Learning

The CX Intelligence Engineering team, part of Coinbases Enterprise Applications and Architecture org, builds the multi-agent platform powering Coinbase Chat, Help Center, and agent tooling. As a Machine Learning Engineer on this team, youll 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 youll do:

• Architect multi-agent systems using advanced orchestration frameworks (LangGraph, Google ADK) to automate complex customer support procedures end-to-end.
• Build and scale integrations using Model Context Protocol (MCP) to connect LLMs with internal Coinbase APIs, databases, and third-party tooling.
• Develop automated LLM-as-a-judge evaluation pipelines to monitor, measure, and improve the performance of non-deterministic AI agents in production.
• Implement RAG, fine-tuning, and prompt engineering techniques to ensure chatbot responses are grounded, accurate, and compliant with Coinbase policies.
• Ship production-ready Python services that are resilient, low-latency, and capable of handling Coinbase-scale traffic across asynchronous microservices.
• Partner with Conversation Design and Product to translate complex business logic into executable agent procedures within the decentralized architecture.

Required Skills and Experience:

• 3+ years building and scaling ML/AI systems in production, with demonstrated experience implementing agentic Loop or ReAct based systems where AI takes actions autonomously.
• Deep understanding of the LLM lifecycle including context window management, token optimization, structured output parsing (Pydantic, JSON mode), and multi-agent orchestration frameworks (LangGraph, Google ADK, or similar).
• Strong proficiency in Python with hands-on experience in microservices architecture, asynchronous programming, high-throughput APIs, and vector databases (Pinecone, Weaviate, or equivalent).
• Demonstrated ability to explain model behaviors and technical trade-offs to non-technical stakeholders across CX, Legal, and Product teams.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Job ID: P77545