Senior Data Scientist

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.
Theres another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
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 companys technology stack and explore new methodologies to maintain a
competitive edge in the industry.

Qualifications

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: Masters or Bachelors 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.

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.