Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As a Staff Data Scientist, you will serve as an architect and technical visionary for our core Generative AI capabilities, specifically focusing on the lifecycle of autonomous agents. You will lead the design and governance of a robust Evaluation Framework—spanning offline "golden dataset" validation, real-time online monitoring, and the implementation of Continuous Learning loops that allow our agents to improve from human feedback and production interactions. Your expertise will be critical in advancing our Information Retrieval strategies, ensuring our RAG (Retrieval-Augmented Generation) pipelines provide the precise context needed for high-stakes decision-making. Beyond retrieval, you will be hands-on in sophisticated prompt tuning and engineering to squeeze maximum performance, reliability, and "agentic" reasoning out of Large Language Models. In this cross-squad leadership position, you won't just build models; you will define the architectural standards for how Freshworks extracts, processes, and evaluates data to turn complex Text2Action visions into a seamless, conversational reality.
Responsibilities:
Strategic Collaboration: Collaborate closely with product and business teams to gain a comprehensive understanding of the challenges and opportunities within the GenAI landscape, aligning data science initiatives with the organization's objectives.
Metric Definition: Define key performance metrics that accurately reflect the value delivered to end-users through GenAI solutions.
Intelligent System Design: Apply deep expertise in machine learning, statistics, and advanced mathematics to conceptualize, experiment, and design intelligent systems powered by GenAI.
Big Data Processing: Develop efficient systems capable of processing vast volumes of data, demonstrating proficiency in distributed programming frameworks like Hadoop and Spark.
ML/AI Architecture: Collaborate closely with ML Engineers to design scalable systems and model architectures that enable real-time ML/AI services.
End-to-End ML Pipelines: Take ownership of ML pipelines from end to end, encompassing data pre-processing, model generation, cross-validation, and feedback sharing.
Qualifications
A Bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a related field, with a minimum of 9 years of relevant work experience.
Strong problem-solving and programming skills, coupled with a profound understanding of the mathematical foundations underpinning machine learning algorithms, including probability, statistics, linear algebra, calculus, and optimization.
Proven track record of successfully deploying ML projects in production systems with substantial individual contributions.
Experience with natural language processing tasks utilizing prompt engineering, LLMs, transformers, and knowledge graphs is highly advantageous.
Proficiency in time series analysis, NLP, Distributed Systems, large-scale computing, and Big Data technologies such as Spark is a plus.
A solid background in at least 2 of the following areas: Natural language processing, statistical ML techniques, graph algorithms, constraint optimization, deep learning, and distributed systems.
Proficiency with database systems and schema design, encompassing both SQL and NoSQL databases.
If you are a forward-thinking data scientist with a passion for pushing the boundaries of GenAI and envision yourself driving the transformation of IT services through interactive, conversational experiences, we encourage you to apply and join our dynamic team. Your expertise will play a pivotal role in turning our GenAI vision into a reality.
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
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