Artificial Intelligence and Machine Learning Leader

Chennai, IndiaFull Time

Title and Location:  Artificial Intelligence and Machine Learning Leader

This position could be based in any of India (Bangalore, Chennai, Hyderabad) 

About Freshworks:

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany.  The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV and Cisco.

Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers, include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical 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


The Data Science and Machine Learning leader will be responsible for leading a team of ML/AI experts, accountable for the successful deployment of models for prioritized projects, as well as promoting Machine Learning across Freshworks and with our clients. The skillset of the team is centered around data curation, algorithm selection, solution design; the Data Science ML team partners with Technology and Operations to deploy the machine learning framework in the production environment. 

Lead the Data Science Machine Learning team, comprising experienced ML subject matter experts, with a bias towards data curation, algorithm identification, and model design, training, and deployment. 

Partner with Technology on architecture design and solution development, and Operations on process workflow, to enable model deployment in the production environment.

Partner with the Data Science Product team, to deliver AI & ML expertise and solutions as part of end-to-end projects across the Freshworks’ suite of products. 

To develop the Machine Learning expertise and capabilities in the team, through coaching, training, and hiring - creating a multiplier effect.

To engage with the senior contacts/clients in the relevant functions - to demonstrate the impact and value of our Machine Learning initiatives, with the purpose of client wins, retention, and expansion.

To provide thought leadership on ML and AI to the broader Data Science organization, and our industry - raising the brand value and making us a destination for Data Science talent.

Skills and Experience:

10+ years’ professional work experience, in machine learning and related disciplines, including first-hand experience of designing, building and deploying ML/AI solutions.

Advanced degree in Data Science, Machine Learning, Computer Science or a related discipline.

Demonstrated leadership of a team of subject matter experts and cross-functional project teams, from design through to execution.

Technical and commercial acumen to engage and partner with relevant stakeholders - operational leaders and commercial leaders.

Excellent communicator: able to articulate complex ideas and make them easily understood by non-technical audiences; able to influence leaders’ decision-making. 

Technical Skills: 

Programming: Python (proficient); R (preferred).

Tools: Scikit-learn; Git / GitHub; TensorFlow / Pytorch / Keras; Spark / Distributed Programming (preferred).

Techniques: Natural Language Processing; Image Recognition; Neural Networks; Clustering; Supervised / Unsupervised Classification (XGBoost, Random Forest); Dimensionality Reduction; Advanced Regression; Bayesian Inference; Feature Engineering.

Freshworks is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.


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