What are the responsibilities and job description for the Software Engineer - Forecasting & Scheduling position at Assembled?
About Assembled
Great customer support requires human agents and AI in perfect balance, and Assembled 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 $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.
What You’ll Work On
Great customer support requires human agents and AI in perfect balance, and Assembled 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 $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.
What You’ll Work On
- Predicting contact volume: Developing forecasting interfaces, data pipelines, and inference servers to predict support contact volume and determine the optimal number of support agents required for specific days and times.
- Scheduling 1000s of support agents: Designing and implementing interfaces to collect and store team preferences and customer business constraints (e.g., labor laws), enabling the creation of optimal schedules for teams of thousands of support agents based on these forecasts and constraints. (check out https://en.wikipedia.org/wiki/Nurse_scheduling_problem)
- MLOps: Enhancing machine learning efficiency and operations to support rapid model deployment and iteration.
- Experience with translatable languages: Extensive back-end engineering experience in statically typed languages like Go, Java, or Rust.
- Familiarity with ML packages and software: Experience using Python libraries like pandas, SciPy, and seaborn for statistical or predictive work.
- Background in ML or algorithmic teams: Previous experience working on a machine learning or algorithmic team.
- Passion for performance: A strong commitment to advancing both statistical and runtime performance, ensuring reliable and efficient forecasting and scheduling.