Company Description

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

About the role:

As a Staff Engineer Data Scientist with a focus on GenAI (Generative Artificial Intelligence), you will be at the forefront of pioneering innovative applications of data science and machine learning in employee engagement. In this role, you will lead efforts to leverage GenAI techniques to address unique challenges within our company, including building a state of the art conversational servicebot that should scale across a million MAU, developing cutting edge production AI/ML solutions to complex Text2Action problems, time series data to look for anomalous behavior. Imagine the next generation of IT services being offered not via dashboards or clicks or filters but in an interactive, conversational manner, backed by real time analysis of the entire streaming data into an operating center. This vision is what you would make into a reality. You will build algorithms that analyze these millions of streaming data points, build a distributed, scalable, and high-performance system to serve the insights to the customer through a next-gen conversational UI/UX.  

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 8 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.
• Proficient in Python coding and adept at working with ML packages such as pandas/numpy, architectures like transformers, ARIMA, etc
• Deep understanding of distributed systems, proven experience in deploying enterprise software, proficiency in SQL, and general familiarity with data storage and retrieval systems.
• Highly organized, detail-oriented, and comprehensive in approach.
• Extensive experience with data platforms and data orchestration systems.
• Enthusiastic about continuous learning, particularly in the field of Machine Learning.
• Essential expertise in at least one ML model and AI technology.
• Strong experience in data structures and algorithms
• Working experience on LLMs that cater to multiple tasks such as text generation, Q&A, summarization, translation etc. is highly preferred
• Knowledge on MLOPs and deployment pipelines
• Deep understanding of AI/ML techniques and experience in applying those techniques to solve complex problems.
• Experience with popular AI frameworks and libraries

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

All your information will be kept confidential according to EEO guidelines.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.