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.

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.