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.

About the Role: 

As a Senior Data Scientist with expertise in Natural Language Processing (NLP) and advanced AI techniques to join our dynamic team. In this pivotal role, you will drive the development of cutting-edge solutions involving retrieval-augmented generation (RAG), large language models (LLMs), and agentic AI for our innovative bots platform. You will leverage your deep knowledge and experience to tackle complex challenges, deliver impactful results, and shape the future of conversational AI technology.

The Impact You Will Create

You will not just be building models; you will be reshaping how users interact with technology. Your work will directly result in:

• Massive Scale: Building a state-of-the-art conversational servicebot designed to scale seamlessly across 1 million+ Monthly Active Users (MAU).
• Next-Gen User Experience: Serving real-time insights to customers through a cutting-edge conversational UI/UX that processes millions of streaming data points.
• Advanced Automation: Developing production-grade AI/ML solutions to solve complex Text2Action problems and analyzing time-series data to detect anomalous behavior instantly.

Responsibilities:

• Strategic Problem Solving: Identify and define critical business problems that can be addressed
through advanced machine learning and NLP techniques. Translate complex requirements into
actionable data science projects.
•Advanced Model Development: Design, develop, and deploy sophisticated NLP models, including
LLMs and retrieval systems, for applications such as answer generation and conversational AI. Utilize
RAG methodologies to enhance model performance and accuracy.
•Algorithmic Expertise: Apply your deep understanding of machine learning algorithms, statistical
methods, and mathematical principles to create innovative solutions that address real-world
problems and drive user engagement.
• Collaboration and Leadership: Partner with product managers, engineers, and business stakeholders
to understand requirements, define success metrics, and ensure alignment with business objectives.
Lead cross-functional teams to deliver end-to-end solutions.
• System Architecture and Scalability: Oversee the integration of machine learning models into
production systems. Collaborate with engineering teams to build scalable, high-performance data
pipelines and ensure robust deployment of models in live environments.
• Research and Innovation: Stay at the forefront of research in NLP, AI, and related fields. Contribute to
the advancement of the company's technology stack and explore new methodologies to maintain a
competitive edge in the industry.
 

• Experience: Minimum of 3 years of experience in data science, with a strong focus on NLP,
machine learning, and AI technologies. Proven track record of developing and deploying NLP
models and working with large-scale data systems.
• Technical Skills: Expertise in machine learning frameworks (e.g., TensorFlow, PyTorch), NLP
libraries (e.g., spaCy, Hugging Face Transformers), and experience with retrieval-augmented
generation (RAG) techniques. Proficiency in programming languages such as Python and
familiarity with big data technologies (e.g., Hadoop, Spark) is required.
• Education: Master's or Bachelor's in Computer Science, Data Science, Statistics, or a related field.
• Problem Solving: Strong problem-solving skills..
• Communication: Excellent verbal and written communication skills. Ability to convey complex
technical concepts to non-technical stakeholders and collaborate effectively across teams.

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.