Software Engineer, Workforce Operations

1 мес. назад

180k–230k USD / годСШАMiddleOnsite

aipythondata-analytics

Develop AI and automation solutions for workforce management in support operations.

Great customer support requires human agents and AI in perfect balance, and is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use 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, 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 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 spend their days monitoring live support volume, staffing, and performance, then making constant adjustments to keep coverage on track and response times fast. We believe AI agents can assist with, and eventually autonomously make, many of these decisions—fundamentally changing how teams run their support operations.
This is a 0→1 product area built on top of ’s core workforce management platform. You’ll get the ownership and ambiguity of building something new, while working within a mature product with significant scale, existing complexity, and real customer workflows. It’s an opportunity to figure out what an AI-native approach to workforce operations looks like—and build it for the real world from day one.

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.
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 , 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: 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: 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.

You'll own problems end-to-end: from understanding how workforce teams make decisions today, through the data models and systems that power those decisions, to polished product experiences that customers rely on every day. Representative projects from this team:
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 ’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.