Senior Data Scientist

Company Description

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 Senior Data Scientist with a focus on Generative Artificial Intelligence (GenAI), you will play a key role in pioneering innovative applications of data science and machine learning in employee engagement. In this role, you will support efforts to leverage GenAI techniques to address unique challenges within our company. You will contribute to building a state-of-the-art conversational service bot that can scale across a million monthly active users (MAU), developing cutting-edge production AI/ML solutions for complex Text2Action problems, and analyzing time series data to identify anomalous behavior. Imagine the next generation of IT services being offered not via dashboards or clicks but through interactive, conversational interfaces backed by real-time analysis of streaming data. This vision is what you will help make a reality. You will develop algorithms to analyze millions of streaming data points and assist in building a distributed, scalable, and high-performance system to deliver insights to customers through a next-gen conversational UI/UX.

Responsibilities:

• Strategic Collaboration: Work closely with product and business teams to understand challenges and opportunities within the GenAI landscape, aligning data science initiatives with organizational objectives.
• Metric Definition: Define key performance metrics to measure the value delivered to end-users through GenAI solutions.
• Intelligent System Design: Utilize deep expertise in machine learning, statistics, and advanced mathematics to conceptualize, experiment with, and design intelligent systems powered by GenAI.
• ML/AI Architecture: Collaborate with ML Engineers to design scalable systems and model architectures for real-time ML/AI services.

Qualifications

• A bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a related field, with a minimum of 4 years of relevant work experience.
• Strong problem-solving and programming skills, with a solid understanding of the mathematical foundations of machine learning algorithms, including probability, statistics, linear algebra, calculus, and optimization.
• Proven experience in deploying ML projects in production systems with significant 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 Hadoop and Spark are a plus.
• Expertise in at least 2 of the following areas: Natural language processing, statistical ML techniques, graph algorithms, constraint optimization, signal processing (speech or vision), deep learning, and distributed systems.

Additional Information

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.