Software Engineer - Forecasting & Scheduling

Job description

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. THE PROBLEM Every support team on earth is trying to answer two questions: how much work is coming, and who should be working when. Get it wrong in one direction and customers wait hours for help; get it wrong in the other and the company burns millions on idle staff. Forecasting and scheduling is where Assembled started, and it's still the engine that powers hundreds of thousands of schedules. Under the hood, this is a genuinely hard problem: it's a descendant of the nurse scheduling problem https://en.wikipedia.org/wiki/Nurse_scheduling_problem, which is NP-hard. But the algorithm is maybe 20% of the job. The other 80% is product, specifically producing a schedule that's mathematically optimal but easy to understand and adjust. WHAT YOU'LL WORK ON You'll own problems end-to-end: from a fuzzy customer complaint, through the data model and APIs, to a polished interface that ships. Representative projects from this team: - Rebuilding the schedule editing experience so a workforce manager can generate a schedule for 2,000 agents that automatically optimizes for customer satisfaction - Designing how we capture messy real-world constraints from labor laws to union rules, and turning them into something both humans and solvers can reason about - Shipping forecast interfaces that show a prediction of number of people needed at any 15 minute interval, and building it so customers trust the number enough to staff against it - Making schedule generation feel instant for our largest customers, even when the underlying solve is anything but YOU MIGHT BE A GREAT FIT IF YOU - Have built a great product before. You can point at something you shipped, explain the hard decisions behind it, and tell us how customers reacted. - 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. - Have solved a hard problem and can tell the story. You've taken something ambiguous, whether technical, organizational, or both, and driven it to a real outcome. - 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. - Have found yourself asking "why is this so painful for the user?" and then done something about it, even when it wasn't your job. NICE TO HAVE (BUT TRULY NOT REQUIRED) - Familiarity with scheduling algorithms, operations research, or constraint solvers - ML or algorithmic background in forecasting, optimization, statistical modeling - A past life in a different field (e.g. support, operations, math, physics) that gives you empathy for the people who use what you build We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.