Software Engineer, Workforce Operations
AssembledHQ · United States
About this role
## About Assembled Assembled helps companies scale great customer support. Behind great support is a complex operational problem: thousands of people and AI agents working across teams, time zones, and products as new issues emerge. Assembled gives support leaders tools to manage that complexity—from AI agents that resolve customer issues to software that forecasts demand, builds schedules, and makes intraday adjustments. More than 400 companies (including DoorDash, Salesforce, Stripe, and Sephora) trust Assembled. Website: https://www.assembled.com/customers ## About the Role The **Workforce Operations** team is building AI agents to automate one of the most operationally complex parts of workforce management: **running support in real time**. Today, workforce analysts monitor live support volume, staffing, and performance, then make constant adjustments to keep coverage on track and response times fast. This team is building an AI-native approach that can assist—and eventually autonomously make—many of these decisions. This is a **0→1** product area built on top of Assembled’s core workforce management platform. You’ll have ownership and ambiguity while working within a mature product with real customer workflows. ## What You’ll Work On You’ll own problems end-to-end—from understanding how workforce teams make decisions today, to the data models and systems that power those decisions, to polished product experiences. Representative projects: - Build an AI agent for real-time workforce management that monitors support volume, staffing, and performance, identifies emerging problems, and recommends or takes action. - Provide the agent with the context and tools it needs to make good decisions, combining live operational data, historical patterns, customer-specific policies, and capabilities from Assembled’s WFM platform. - Design the control and observability layer for autonomous operations, so teams can understand what the agent sees, why it recommends an action, and when they want it to act automatically. - Evolve the core Workforce Operations product to support increasingly real-time and automated workflows at the scale and reliability customers expect. ## You Might Be a Great Fit If You - Have **2+ years** of experience building software products. - Have shipped products end-to-end (you can explain the product, technical tradeoffs, and customer impact). - Are a strong generalist who can move across the stack quickly and cares more about solving the problem than the layer. - Like turning ambiguity into working software—driving unclear product/architecture into real outcomes. - Care about real-world system behavior: reliability, edge cases, noisy data, and the implications of software making decisions for live operations. - Have strong product judgment (you ask what the user is trying to accomplish and help shape the right solution). - Sweat the details and care about shipping quality. ## Nice to Have (Not Required) - Experience building AI agents or AI-powered products (evaluation, observability, tool use, guardrails, and earning user trust). - Experience with real-time or data-intensive products (fresh data, reliability, and interpreting many changing signals). ## Apply We know great candidates don’t always meet every requirement. If the role excites you and you believe you can make an impact, we encourage you to apply. Assembled values diverse perspectives and is committed to building an inclusive workplace. **United St
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