Lead - Data Scientist

Freshworks; Bengaluru; On-site; INR 2,500,000 - 3,000,000; Full time

Job summary

Freshworks is looking for a Lead Data Scientist specializing in Generative Artificial Intelligence in Bengaluru, India. You will lead innovative applications of data science to enhance employee engagement and transform IT services through interactive experiences.

The ideal candidate should have extensive experience in machine learning, proven deployment of ML projects, and a strong mathematical background. Join us in redefining how businesses operate through data-driven solutions.

Qualifications

• Minimum of 7 years of relevant industry work experience.
• Proven track record of successfully deploying ML projects into production systems.

Responsibilities

• Partner closely with product and business teams for strategic collaboration.
• Design intelligent systems powered by GenAI.
• Own end-to-end ML pipelines from data pre-processing to feedback integration.
• Collaborate on scalable systems and model architectures.
• Build efficient systems capable of processing vast volumes of streaming data.
• Define and monitor key performance metrics.

Skills

Mathematical Foundations

GenAI & NLP

Big Data & Distributed Computing

Data Engineering

Core Competencies

Education

Bachelor’s degree in Computer Science or related field

Tools

Hadoop

Spark

Job description

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.

With a fresh vision for how the world works, Freshworks 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.

Lead Data Scientist – Generative Artificial Intelligence

As a Lead Data Scientist with a focus on Generative Artificial Intelligence (GenAI), you will pioneer innovative applications of data science and machine learning in employee engagement. You will lead efforts to leverage GenAI techniques to solve complex challenges, transitioning the next generation of IT services away from traditional dashboards and filters into an interactive, conversational experience backed by real‑time streaming data analysis.

The Impact You Will Create

• 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.

Roles & Responsibilities

• Strategic Collaboration:Partner closely with product and business teams to deeply understand challenges and opportunities within the GenAI landscape, ensuring data science initiatives align with core organizational objectives.
• Intelligent System Design:Conceptualize, experiment, and design intelligent systems powered by GenAI, applying your deep expertise in machine learning, statistics, and advanced mathematics.
• End‑to‑End ML Pipelines:Take full ownership of ML pipelines from start to finish, encompassing data pre‑processing, model generation, cross‑validation, and continuous feedback integration.
• ML/AI Architecture:Collaborate with ML Engineers to design highly scalable systems and model architectures that enable low‑latency, real‑time ML/AI services.
• Big Data Processing:Build and develop efficient systems capable of ingesting and processing vast volumes of streaming data.
• Metric Definition:Define and monitor key performance metrics that accurately reflect the tangible value delivered to end‑users through our GenAI solutions.

Education

• A Bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a highly related quantitative field.

Experience

• A minimum of 7 years of relevant industry work experience.

Production Deployment

• A proven track record of successfully deploying ML projects into production systems, backed by substantial individual contributions.

Key Skills

• Mathematical Foundations:Profound understanding of the math underpinning machine learning algorithms, including probability, statistics, linear algebra, calculus, and optimization.
• GenAI & NLP:Hands‑on experience with Natural Language Processing tasks utilizing prompt engineering, Large Language Models (LLMs), transformers, and knowledge graphs.
• Big Data & Distributed Computing:Proficiency in large‑scale computing and Big Data technologies, specifically distributed programming frameworks like Hadoop and Spark.
• Data Engineering:Strong proficiency with database systems and schema design, encompassing both SQL and NoSQL databases.
• Domain Expertise:A solid background in at least two of the following specialized areas:
  • Natural Language Processing (NLP)
  • Statistical ML techniques
  • Deep Learning
  • Distributed Systems
  • Graph algorithms
  • Constraint optimization
  • Signal processing (speech or vision)
• Core Competencies:Exceptional problem‑solving and programming skills.

If you are a forward‑thinking data scientist with a passion for pushing the boundaries of GenAI and envision yourself driving the transformation of IT services through interactive, conversational experiences, we encourage you to apply and join our dynamic team!

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.