Senior Software Engineer - AI/ML

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.

Team Overview

The Winning AI Home team, part of Freshworks' SaaS@scale mothership BU - Cloud Engineering, is seeking a highly motivated and skilled AI Applications Engineer. This role is pivotal in driving the development and deployment of cutting-edge AI solutions within our product ecosystem.

Role Description

We are looking for an AI Applications Engineer (IC3) with a strong full-stack background who deeply understands Large Language Models (LLMs) and the nuances between Generative AI (GenAI), Agentic AI, and AI Agents. The ideal candidate will have hands-on experience building AI applications using Agentic frameworks and possess a solid understanding of both front-end and back-end development.

Responsibilities

• Design, develop, and deploy AI applications leveraging LLMs and Agentic frameworks.

• Implement and optimize Retrieval-Augmented Generation (RAG) systems to enhance LLM accuracy and contextual understanding.

• Develop and deploy AI Agents for multi-step reasoning and automation of complex tasks.

• Fine-tune pre-trained models for specific use cases and improve application performance.

• Collaborate with cross-functional teams to integrate AI solutions into existing products.

• Conduct performance benchmarking and evaluation of AI applications using metrics like groundedness, correctness, and hallucination.

• Ensure Responsible AI principles are integrated throughout the development lifecycle.

• Maintain and troubleshoot AI infrastructure on cloud platforms.

Experience : 3-7 Years

AI Expertise

- Strong understanding of LLMs, GenAI, Agentic AI, and AI Agents.- Experience with Agentic frameworks such as LangChain, LangGraph, and CrewAI.- Proficiency in implementing and optimizing Retrieval-Augmented Generation (RAG) systems.- Experience in developing and deploying AI Agents.- Demonstrated ability in fine-tuning pre-trained models.

Programming & Development

- Proficiency in Python and TypeScript/Node.js.- Good fundamentals in databases for persistent and cache requirements.- Experience with performance benchmarking and debugging.

Cloud & Monitoring

- Strong understanding of cloud platforms (AWS, Azure, or GCP) for deploying and managing AI infrastructure.- Experience with monitoring tools such as Prometheus and Grafana.

Evaluation & Best Practices

- Knowledge of Vibe coding intricacies.- Ability to evaluate AI Applications using metrics like groundedness, correctness, hallucinations, and Responsible AI.- Familiarity with Reinforcement Learning concepts and applications.

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.