Software Engineer - Voice AI Agent

Software Engineer - Voice AI Agent 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 $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. THE TEAM Our Voice AI team is building autonomous AI agents that handle inbound calls for customer support, allowing human agents to focus on high-value interactions. This initiative is vital for our vision of creating the ultimate omni-channel AI customer support agent. After launching our AI Assist product, we've seen tremendous growth with a strong pipeline of deals, making this one of the fastest growing areas both inside our company and across the industry. We're currently one of the largest companies deploying voice AI in production at massive scale. By joining our team, you'll be on the cutting edge of this exciting trend, working with real-world deployments at leading tech companies. The engineering challenges are exciting and largely unsolved: achieving the perfect balance between AI agent intelligence, latency, cost, and scale while building autonomous voice agents that can reliably handle customer conversations. You'll be designing systems that scale across communication channels and pushing the boundaries of what's possible with current LLM and voice technology. YOUR IMPACT As a Voice AI Agent Software Engineer, you will be partnering with our team to build our new AI-based voice agent that answers inbound customer support calls. No prior AI experience is required – we'll provide on-the-job training and mentorship. This is a unique opportunity for a highly motivated and experienced software engineer to transition into AI development while working with a specialized team. YOUR DAY-TO-DAY - Building high-quality software for our voice AI platform, from rapid prototypes that push the boundaries of what's possible to production-ready, scalable solutions - Continuously improving our AI capabilities and accuracy through experimentation, data analysis, and innovative approaches - Implementing and optimizing LLM and voice technology while balancing intelligence, latency, and cost - Collaborating across engineering and cross-functional teams to tackle challenging technical problems throughout the full lifecycle of our voice AI products - from ideation and prototyping to deployment and monitoring RESPONSIBILITIES - Build foundational voice features: Develop voice-specific product features from the ground up, such as implementing voice recognition capabilities powered by LLMs and intelligent categorization of incoming calls. You'll help design and build intuitive interfaces for support agents to monitor and interact with AI voice assistants. - Improve LLM model results for voice applications: Enhance our voice recognition and generation engine using advanced techniques. You'll help us leverage implicit knowledge bases to improve model performance in voice contexts. - Develop voice AI infrastructure: Architect the abstractions that enable integration of various types of LLMs tailored for voice applications. You'll design and implement evaluation and logging systems to monitor performance. - Engage with customers: Collaborate with our customers (both support agents and managers) to understand how they interact with our voice product, and how we can improve their experience. - Wear many hats: Be versatile in roles ... (truncated, view full listing at source)