Engineering Manager - Customer Experience AI

Coinbase
Mumbai
Workplace: RemoteFull timeINR 9,424,500+ annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Technical leadership","Architecting systems","Evaluation and measurement","AI safety awareness"]

Lead development of Coinbase’s AI-powered Automated Resolution platform within the CXAI Engineering team. You’ll drive the conversational AI roadmap (decision trees to LLM reasoning, RAG, and agentic workflows), integrate third-party AI solutions, and scale in-house LLM infrastructure for high-stakes crypto support. Own architecture across vector databases, prompt design, and context management, while improving reliability, latency, token cost, compliance, and handoff to human agents.

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FursaFursa
Coinbase
Coinbase
5 months ago

Engineering Manager - Customer Experience AI

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead development of Coinbase’s AI-powered Automated Resolution platform within the CXAI Engineering team. You’ll drive the conversational AI roadmap (decision trees to LLM reasoning, RAG, and agentic workflows), integrate third-party AI solutions, and scale in-house LLM infrastructure for high-stakes crypto support. Own architecture across vector databases, prompt design, and context management, while improving reliability, latency, token cost, compliance, and handoff to human agents.
Location: Mumbai
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive the roadmap for the conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows.
  • •Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for crypto support.
  • •Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.
  • •Enable secure agent actions for workflows like transaction troubleshooting and account recovery through internal APIs.
  • •Define technical architecture across vector databases, prompt design, and context management, and own operational excellence (reliability, latency, token cost, and human-agent fallback).

Pay and Benefits

Salary: INR 9,424,500 annually
Perks:Health InsuranceDentalVision

Key Requirements

  • •8+ years of software engineering experience, including 2+ years leading high-performing teams.
  • •Experience shipping products powered by large language models, with strong prompt engineering, fine-tuning, and familiarity with model provider landscape.
  • •Experience building RAG pipelines and managing the data lifecycle to ground AI in real-time knowledge.
  • •Strong systems/platform background with scalable distributed systems in high-traffic production environments.
  • •Experience designing quantitative AI evaluation frameworks and understanding AI safety/guardrails (e.g., preventing PII leakage and unsafe financial outputs).
Experience:8+ yearsCryptoAIGenerative AILLMRAG
Skills:LeadershipTechnical leadershipArchitecting systemsEvaluation and measurementAI safety awareness
Languages:English
Tech Stack:GolangAWSKubernetesPineconeWeaviateMilvusLangChainLlamaIndexRAGLLMVector databasesPrompt engineeringFine-tuning

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn