Job Overview
Location
United States
Job Type
Full-time
Category
Software Engineering
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Lead the Forecasting & Scheduling engineering team responsible for building algorithms and user interfaces that optimize staffing for human agents and AI agents within customer support operations.
- • Define technical direction and make product decisions in close partnership with product management, design, machine learning engineers, and go-to-market teams to determine what to build and why.
- • Work directly with enterprise customers (including Canva, Etsy, Robinhood) to validate that forecasting and scheduling solutions effectively change how they manage support capacity and allocate resources.
- • Balance deep technical leadership with people leadership, managing a team of engineers while maintaining hands-on involvement in complex problems like NP-hard constraint optimization and forecasting model development.
- • Champion technical investment by advocating for debt reduction, infrastructure modernization, and engineering excellence, while also knowing when to accept technical debt to accelerate product velocity.
- • Drive alignment between operational goals and engineering execution, ensuring the team delivers high-impact features that directly influence how tens of thousands of agents are scheduled and hundreds of millions in support spend are allocated.
- • Act as a T-shaped leader: maintaining broad visibility into team and company goals while being capable of diving deep into technical details such as queueing theory, simulation models, or schedule generation performance optimization.
- • Build and retain high-performing engineering talent by articulating a compelling vision for the team, recruiting top engineers, and fostering an environment where team members feel excited about the future of AI-human collaboration in support.
- • Exercise strong product instincts by stepping into PM responsibilities when needed, pushing back on misaligned roadmap items, and ensuring the team builds what customers truly need—not just what’s easy to build.
- • Evaluate and deploy AI as a force multiplier in engineering workflows—leveraging it for code generation, prototyping, and research synthesis—while avoiding solutions that create long-term cleanup burdens or technical slop.
- • Collaborate across disciplines to translate quantitative models (e.g., optimization, ML with optimization focus) into scalable, reliable, and user-friendly software systems used daily by support organizations worldwide.
- • Own end-to-end delivery of forecasting and scheduling features, from problem definition and algorithm design to deployment, monitoring, and iterative improvement based on real-world usage data.
- • Maintain a rigorous standard for quality and impact, holding both yourself and the team accountable for delivering value quickly and effectively to customers.
- • Stay grounded in the mission: enabling humans to focus on empathetic, relationship-driven support tasks while AI handles repetitive, technical interactions—redefining workforce management for the AI era.
🎯 Requirements
- • T-shaped engineering leader with ability to operate at both strategic and technical levels
- • Proven experience building and leading high-performing engineering teams
- • Strong product instincts and ability to influence roadmap decisions
- • Experience with optimization problems, operations research, or quantitative modeling (e.g., NP-hard constraints, forecasting, queueing theory)
- • Demonstrated ability to champion technical investment and balance debt with velocity
- • Experience working directly with customers to understand and solve operational challenges
🏖️ Benefits
- • Generous medical, dental, and vision benefits
- • Paid company holidays, sick time, and unlimited time off
- • Monthly credits for professional development, wellness, Assembled customers, and commuting
- • Paid parental leave
- • Catered lunches and fully stocked kitchen
- • 401(k) plan enrollment
Skills & Technologies
Hybrid
$230k-270k
About Assembled Technologies Inc.
Assembled builds workforce management software for customer support teams. The platform forecasts demand, schedules staff, and tracks real-time metrics across support channels like email, chat, phone, and social. Integrations with Zendesk, Salesforce, Kustomer, and Intercom pull ticket data to automate staffing decisions. Companies use Assembled to reduce response times, balance agent workloads, and plan hiring against predicted ticket volume. Founded in 2018, the company serves technology, e-commerce, and marketplace businesses seeking to scale support operations efficiently.
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