Lead - Data Scientist

About Freshworks: 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. 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 Lead Data Scientist with a focus on GenAI (Generative Artificial Intelligence), you will be at the forefront of pioneering innovative applications of data science and machine learning in employee engagement. In this role, you will lead efforts to leverage GenAI techniques to address unique challenges within our company, including building a state of the art conversational servicebot that should scale across a million MAU, developing cutting edge production AI/ML solutions to complex Text2Action problems, time series data to look for anomalous behavior. Imagine the next generation of IT services being offered not via dashboards or clicks or filters but in an interactive, conversational manner, backed by real time analysis of the entire streaming data into an operating center. This vision is what you would make into a reality. You will build algorithms that analyze these millions of streaming data points, build a distributed, scalable, and high-performance system to serve the insights to the customer through a next-gen conversational UI/UX. Responsibilities: Strategic Collaboration: Collaborate closely with product and business teams to gain a comprehensive understanding of the challenges and opportunities within the GenAI landscape, aligning data science initiatives with the organization's objectives. Metric Definition: Define key performance metrics that accurately reflect the value delivered to end-users through GenAI solutions. Intelligent System Design: Apply deep expertise in machine learning, statistics, and advanced mathematics to conceptualize, experiment, and design intelligent systems powered by GenAI. Big Data Processing: Develop efficient systems capable of processing vast volumes of data, demonstrating proficiency in distributed programming frameworks like Hadoop and Spark. ML/AI Architecture: Collaborate closely with ML Engineers to design scalable systems and model architectures that enable real-time ML/AI services. End-to-End ML Pipelines: Take ownership of ML pipelines from end to end, encompassing data pre-processing, model generation, cross-validation, and feedback sharing. Qualifications: A Bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a related field, with a minimum of 7 years of relevant work experience. Strong problem-solving and programming skills, coupled with a profound understanding of the mathematical foundations underpinning machine learning algorithms, including probability, statistics, linear algebra, calculus, and optimization. Proven track record of successfully deploying ML projects in production systems with substantial 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 and Spark is a plus. A solid background 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. Proficiency with database systems and schema design, encompassing both SQL and NoSQL databases. 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.