Software Engineer (Experienced) - Planning & Staffing Team

We work in project-based units of work. We’re looking for a Software Engineer with senior level experience to take ownership over the technical direction of a project, provide a team with the technical leadership and mentorship, and take on key project initiatives.

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.

Responsibilities:

• You’ll lead the technical architecture and implementation of new projects and features. You’ll help scope these projects and advise the design, product management, and leadership teams on the technical details of these projects.
• You’ll provide technical mentorship to the rest of the engineering team and advise on topics such as systems design, engineering best practices, and managing technical debt.
• You’ll participate in design and code reviews and be a go-to person to unblock technical challenges for your team.
• You’ll serve as the subject matter expert for your team or project by providing guidance to internal partners and customers.

About you:

• 5+ years of experience in software engineering as an individual contributor in full-stack environment.
  • 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.
• Product sense: You have consistently worked with product and design team to take ambiguous problems and turn them into technical stories.
• Technical leadership: You have the ability to make well thought through technical trade-offs and have led code reviews or design conversations in the past.
  • You have experience leading the team of engineers as a technical lead or a senior team member responsible for the technical direction of the project.
• Mentorship: You’ve helped mentor and coach other engineers who have then shown concerted, dedicated improvement in their abilities.

The estimated base salary range for this role is $125,000 - $220,000 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 offered.