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Staff Machine Learning Engineer, CX Intelligence

CEE Intelligence (CEEI) is the ML and intelligence layer for Coinbase's customer engagement ecosystem, building customer intelligence, evaluation systems, routing and classification models, safety guardrails, and decisioning capabilities that power Help Center, chat, voice, agent tooling, and other customer support runtimes. As a Staff Machine Learning Engineer, you'll lead the design and delivery of production ML systems across the org, shaping technical strategy, building scalable intelligence capabilities, and partnering with product and engineering stakeholders to improve resolution quality, automation coverage, safety, and customer experience.

What you'll do:

Own the design and delivery of production ML systems, applying LLMs, deep learning, graph neural networks, and classical ML techniques to solve complex customer experience problems.
Partner with leadership and cross-functional stakeholders to define strategic roadmaps and translate vision into quarterly execution plans with measurable outcomes.
Lead high-impact ML projects end-to-end, from architecture through production, managing priorities, risks, and dependencies.
Build scalable, secure, and reliable ML systems, evaluation pipelines, and data workflows using high-quality, well-tested Python code.
Mentor engineers and establish team-wide standards for design, testing, observability, and operational excellence.
Drive design reviews covering security, responsible AI, model quality, and architectural integrity, improving reliability, scalability, and latency across the stack.

Required Skills and Experience:

8+ years of experience in machine learning and software engineering, with proven success building, scaling, and maintaining production ML systems, data platforms, or analytical services.
Hands-on expertise with one or more of LLMs, deep learning, graph neural networks, gradient-boosted trees, or regression, combined with strong knowledge of NLP, information retrieval, data mining, or advanced statistics.
Strong Python skills with demonstrated ability to write maintainable, highly tested production code for ML services.
Experience mentoring engineers and raising technical standards across a team or organization, including leading design reviews and influencing technical and non-technical stakeholders.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Job #: P77568

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):$218,025—$256,500 USD

Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.