Engineering Manager - Customer Experience AI

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 high-stakes crypto support
• ▹Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes
• ▹Enable secure agent actions for workflows such as transaction troubleshooting and account recovery via internal APIs
• ▹Define technical architecture across vector databases, prompt design, and context management
• ▹Own operational excellence across reliability, latency, token cost, and fallback paths to human agents

Requirements

• ▹8+ years of software engineering experience, including 2+ years leading high-performing teams
• ▹Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape
• ▹Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge
• ▹Strong systems and platform background, including scalable distributed systems in high-traffic production environments
• ▹Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment
• ▹Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs
• ▹Familiarity with vector databases (Pinecone, Weaviate, Milvus) and orchestration frameworks (LangChain, LlamaIndex)
• ▹Proficiency in Golang and experience with cloud-native infrastructure such as AWS and Kubernetes

Soft skills

What we offer

• ▹Annual base salary range (India): ₹9,424,500 INR (excluding equity and bonus)
• ▹Equity and bonus eligibility
• ▹Medical, dental, and vision benefits

About the company

Coinbase is a remote-first cryptocurrency platform whose mission is to increase economic freedom; its CXAI Engineering team sits within the Consumer Engagement and Experience organization, reimagining crypto customer support through generative AI.