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Company Description
About Freshworks
Freshworks makes it fast and easy for businesses to satisfy their customers and employees. We do this by bringing a fresh approach to creating and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- globally use Freshworks software-as-a-service to enable a superior customer experience (CRM) and employee experience (ITSM, HRSM). Based in San Mateo, California, Freshworks has a committed team working from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations cooperate with customers and colleagues. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Freshworks has received numerous accolades including 2019 Startup of the Year from Economic Times, #16 ranking on Forbes’ Cloud 100 list and #22 on Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had exceptional organic growth in the past few years, the company also has made specific acquisitions that add crucial capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.
At Freshworks, we are creating a global workplace that enables everyone to discover their true potential, purpose and passion, despite their background, gender, race, sexual orientation, religion or ethnicity. We are dedicated to providing equal opportunity for all and believe that diversity in the workplace produces a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.
Job Description
About the role:
As a Lead Data Scientist with a focus on GenAI (Generative Artificial Intelligence), you will be at the cutting edge of creating innovative applications of data science and machine learning in employee engagement. In this role, you will spearhead efforts to apply GenAI techniques to solve unique challenges within our company, including building a state of the art conversational servicebot that should scale across a million MAU, developing innovative production AI/ML solutions to complex Text2Action problems, time series data to identify anomalous behavior. Imagine the next generation of IT services offered not via dashboards or clicks or filters but in an interactive, conversational manner, supported by real time analysis of the whole streaming data into an operating center. This vision is what you would bring to life. You will construct 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: Work closely with product and business teams to fully understand the challenges and opportunities within the GenAI landscape, aligning data science initiatives with the organization's objectives.
- Metric Definition: Define essential performance metrics that accurately reflect the value delivered to end-users through GenAI solutions.
- Intelligent System Design: Use deep expertise in machine learning, statistics, and advanced mathematics to visualize, experiment, and design intelligent systems powered by GenAI.
- Big Data Processing: Develop efficient systems capable of processing great 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, covering data pre-processing, model generation, cross-validation, and feedback sharing.
Qualifications
Qualifications:
- A Bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a related field, with a minimum of 7 years of relevant work experience.
- Strong problem-solving and programming skills, coupled with an in-depth 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 and Spark is a plus.
Additional Information
All your information will be kept confidential according to EEO guidelines.
At Freshworks, we are creating a global workplace that allows 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.
