Software Engineer, Workforce Operations

Assembled builds software for customer support operations. The Software Engineer, Workforce Operations will build AI agents and product systems that help support teams monitor live operations, make staffing decisions, and automate real-time workflows.

Responsibilities:

• Building an AI agent for real-time workforce management that monitors support volume, staffing, and performance, identifies emerging problems, and recommends or takes action
• Giving the agent the context and tools it needs to make good decisions, combining live operational data, historical patterns, customer-specific policies, and the capabilities of Assembled’s WFM platform
• Designing the control and observability layer for autonomous operations, so workforce teams can understand what the agent sees, why it recommends an action, and when they want it to act automatically
• Evolving our core Workforce Operations product to support increasingly real-time and automated workflows at the scale and reliability our customers expect

Requirements:

• Have 2+ years of experience building software products
• Have shipped products end-to-end. You can point to something you helped take from idea to production, explain the product and technical tradeoffs you made, and tell us how customers responded
• Are a strong generalist. You move across the stack without ceremony and pick up new domains quickly. You care more about solving the problem than which layer it lives in
• Like turning ambiguity into working software. You've taken something where the product, technical architecture, or right abstraction wasn't obvious and driven it to a real outcome
• Care about how systems behave in the real world. You think about reliability, edge cases, noisy data, and what happens when software is making decisions that affect a live operation
• Have strong product judgment. You don't just implement requirements; you ask what the user is trying to accomplish and help figure out the right solution
• Sweat the details. You've caught yourself fixing a misaligned pixel or rewriting an error message nobody asked you to, because shipping something sloppy bothers you
• Experience building AI agents or AI-powered products. You've thought about evaluation, observability, tool use, guardrails, or earning user trust in autonomous systems
• Experience with real-time or data-intensive products. You've built systems where fresh data, reliability, and making sense of many changing signals matter