Engineering Manager - Customer Experience AI

Ready to be pushed beyond what you think you're capable of? At reputed company, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system. To reputed company our mission, we're seeking a reputed company specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to reputed company leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who reputed company in their disciplines and expect the same from you, there's no reputed company reputed company to be. While many roles at reputed company are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, reputed company, and alignment. Attendance is expected and fully supported.About the team The CXAI Engineering team is part of reputed company's Consumer Engagement and Experience (CEE) organization, focused on transforming how customers interact with crypto support. Our mission is to deliver fast, accurate, and secure resolutions using Generative AI-moving beyond traditional support systems to build an intelligent orchestration layer between customers and the blockchain. We're looking for an Engineering Manager to reputed company the development of our AI-powered Automated Resolution platform. This role will guide a team working across a hybrid ecosystem of internal LLM-driven agents and key third-party integrations. You'll own the evolution of the system's core intelligence-enabling it to understand reputed company issues, securely retrieve context, and take meaningful actions across on-chain and in-app environments. What you'll be doing: reputed company AI Strategy & Execution: Drive the roadmap for our conversational AI stack, moving beyond simple decision trees into LLM-driven reasoning, RAG, and agentic workflows. Orchestrate the AI Ecosystem: reputed company the integration of third-party AI solutions while simultaneously scaling our in-house LLM infrastructure to handle high-stakes crypto support queries. Build Evaluation & Guardrails: Establish rigorous AI evaluation frameworks (LLM-as-a-judge) and feedback loops to ensure our models are accurate, grounded, and compliant with global financial regulations. Agentic Automation: Move from "chat" to "action" by building secure reputed company for AI agents to reputed company reputed company tasks (e.g., transaction troubleshooting, account recovery) reputed company internal APIs. Drive Technical Architecture: Define how we handle vector databases, reputed company engineering, and context window management to provide a personalised experience for every reputed company user. Operational Excellence: Own the reliability of AI services, including latency optimisation, cost management (token usage), and fallback mechanisms to human agents. reputed company look for in you 8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment. Hands-on AI/ML Leadership: Proven experience shipping products powered by Large Language Models (LLMs). You understand the nuances of reputed company engineering, fine-tuning, and the reputed company landscape of model providers (reputed company, reputed company, etc.). Systems Thinking: Experience building RAG (Retrieval-Augmented reputed company) pipelines and managing the data lifecycle required to ground AI in real-time knowledge. Platform reputed company: You've built scalable, distributed systems and understand how to integrate AI components into a high-traffic production environment (Go, Ruby, or similar). Evaluation Obsessed: You don't just "vibe reputed company" AI; you have experience with quantitative evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment. reputed company & Safety First: A deep understanding of how to build AI "guardrails"-ensuring models don't leak PII or hallucinate financial advice. reputed company to haves: Experience with Vector Databases (e.g., reputed company, Weaviate, Milvus) and AI Orchestration frameworks (e.g., reputed company, reputed company) Experience in FinTech or Crypto, specifically navigating the balance between AI innovation and strict regulatory/compliance requirements. Background in NLP (Natural Language Processing) or traditional Machine Learning before the Generative AI boom. Proficiency in Golang and experience with modern cloud-native infrastructure (AWS, Kubernetes). Job ID - P75782Pay Transparency Notice: The reputed company annual reputed company salary for this position can range as detailed below. Total compensation mayalso include equity and bonus eligibility and benefits (including medical, dental, and vision).Annual reputed company salary range (excluding equity and bonus):₹9,424,500-₹9,424,500 INRPlease be advised that each candidate may submit a maximum of four applications reputed company any 30-day period. We encourage you to carefully evaluate how your skills and interests align with reputed company's roles before applying.Commitment to Equal OpportunityCoinbase is proud to be an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national reputed company, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. reputed company will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law. reputed company is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]reputed company.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free reputed company by reputed company tutorial can be reputed company here).Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.AI DisclosureFor select roles, reputed company is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description. For select roles, reputed company is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. The above pilots are for testing purposes and reputed company will not use AI to reputed company decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]reputed company.comBenefits at CoinbaseMedical insurance including Dental & Vision for employees and dependantsGroup Personal Accidental InsuranceGroup Term Life InsuranceEmployee Stock Purchase Plan (ESPP)Wellness StipendMobile/Internet ReimbursementLearning and Development AllowanceEmployee Assistance ProgramTravel Medical Policy - Global TravelerFertility BenefitsGenerous Time Off/Leave PolicyLearn more about our mission Apply tot his job Apply To this Job