Assembled is a modern workforce management platform focused on enhancing customer support operations through optimal staffing decisions and improved support efficiency.

Assembled

About Assembled

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

 

 
The Tea

mOur Agent Intelligence team is focused on maximizing AI agent performance and driving volume automation across voice, chat, and email channels. This team is vital for our vision of creating the ultimate omnichannel AI customer support agent and represents one of the fastest growing areas both inside our company and across the industry

.We're currently one of the largest companies deploying AI agents in production at massive scale, working with enterprise clients like Canva, Etsy, and Ramp. The engineering challenges are significant and largely unsolved: building sophisticated evaluation systems, automating knowledge generation, optimizing AI agent accuracy, and creating the infrastructure needed to continuously improve agent intelligence at scale

 

. 
Your Impa

ctAs part of the Agent Performance Engineering team, you'll be working on the core systems that make our AI agents smarter, more accurate, and more capable of handling complex customer interactions. You'll be building the evaluation frameworks, knowledge automation systems, and intelligence optimization tools that directly impact our ability to automate customer support at enterprise scal

 

e. 
Responsibilit

* iesBuild foundational evaluation infrastructure: Develop comprehensive evaluation systems from the ground up, including golden dataset creation, automated benchmarking, and model comparison tools. You'll help create the frameworks that enable us to measure and optimize AI agent performance across all communication channe
* ls.Automate knowledge generation: Design and implement systems that automatically create synthetic guides, documentation, and metadata to improve agent knowledge bases. You'll work on cutting-edge approaches to knowledge extraction and augmentati
* on.Optimize AI agent accuracy: Enhance our retrieval systems, implement advanced prompt optimization techniques, and build tools that continuously improve agent responses through automated evaluation and refineme
* nt.Develop intelligence infrastructure: Architect systems that enable rapid model upgrades, A/B testing of different AI approaches, and scalable evaluation pipelines that support enterprise deployme
* nt.Drive volume automation: Focus on the north star goal of maximizing automated resolutions across voice, chat, and email by building the intelligence systems that make it possib

 

le. 
About

YouYou might be a good fit if

* you:Have 5+ years of experience in software engineering as an individual contrib
* utorHave experience with AI evaluation systems, data pipelines, or AI model optimiza
* tionAre passionate about building systems that measure and improve AI perform
* anceHave worked with retrieval systems, knowledge bases, or information extrac
* tionEnjoy building tools and infrastructure that enable other engineers and AI systems to perform be
* tterAre highly ambitious and driven, setting high goals for yourself and ot
* hersPut customers first, focusing on solving real problems that impact support qua
* lityEnjoy fast-paced environments and can quickly adjust when new insights em
* ergeHave a bit of a maverick streak that helps you come up with creative solut
* ionsHave made a noticeable impact on small teams and have solid experience in startups or smaller compa
* niesStay humble and open to feedback, value teamwork, and are always ready to learn and

 

grow 
Technologies You'll Work

* WithPython/Golang for evaluation systems and data proce
* ssingLLMs and prompt optimization frame
* worksVector databases and retrieval sy
* stemsAI evaluation and benchmarking
* toolsData pipeline and automation infrastru

 

cture 
The estimated base salary range for this role is $120,000 - $270,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position of

 

fered. 
Our U.S. b

* enefitsGenerous medical, dental, and vision b
* enefitsPaid company holidays, sick time, and unlimited t
* ime offMonthly credits to spend on each: professional development, general wellness, Assembled customers, and co
* mmutingPaid parenta
* l leave401(k) plan enr

 

ollment