Specialist - Bots Strategy

Freshworks; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Freshworks is hiring to oversee the end-to-end AI experience for our product line, focusing on intent fixes, content development, and workflow curation to improve resolution outcomes.

You will create/refine Q&As, convert them to knowledge articles, and work with Content Strategy for external publishing, while auditing conversations for measurable improvements.

Qualifications

• 1-3 years of experience in chatbot operations or conversational design.
• Experience in B2B SaaS, preferably CX.
• Strong ability to analyze conversations and identify gaps.
• Hands-on experience creating/refining intents and workflows.
• Knowledge of bot configuration elements like simulations and guardrails.
• Excellent written and verbal communication for documenting changes.

Responsibilities

• Own the end-to-end AI experience for the assigned product/BU, including intent fixes, content development, workflow curation, and resolution outcomes.
• Create, consolidate, and refine Q&As; ensure accuracy, remove duplicates, and maintain persona & brand alignment.
• Convert Q&As into structured knowledge articles; collaborate with Content Strategy on external content publishing.
• Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.
• Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
• Analyze bot KPIs (resolution, deflection, fallback) and drive improvements.
• Collaborate with Product/Engineering for bug reporting, validation, and early feature feedback.
• Support lightweight data analysis using AI tools/dashboards.
• Execute requirements from IC3s/PM4s with complete accountability.
• Run simulations and E2E tests; validate changes; prep go-lives and documentation.
• Continuously update the bot with the latest approved content, configurations, and fixes.

Skills

Chatbot operations

Conversational design

Content/knowledge management

Q&A creation/refinement

Bot configuration & guardrails

Data analysis & reporting

Job description

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.

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.

Job Description

Key Responsibilities

• Own the end-to-end AI experience for the assigned product/BU, including intent fixes, content development, workflow curation, and resolution outcomes.
• Create, consolidate, and refine Q&As; ensure accuracy, remove duplicates, and maintain persona & brand alignment.
• Convert Q&As into structured knowledge articles; collaborate with the Content Strategy team on external content publishing.
• Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.
• Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
• Analyze bot KPIs (resolution, deflection, fallback) and drive improvements.
• Collaborate with Product/Engineering for bug reporting, validation, and early feature feedback.
• Support lightweight data analysis using AI tools/dashboards.
• Execute requirements from IC3s/PM4s with complete accountability.
• Run simulations and E2E tests; validate changes; prep go-lives and documentation.
• Continuously update the bot with the latest approved content, configurations, and fixes.

Qualifications

• 1-3 years of experience in chatbot operations, conversational design, or content/knowledge management in a B2B SaaS, preferably in CX.
• Strong skills in analyzing conversations, identifying gaps, and turning findings into actionable insights.
• Hands-on experience creating/refining Q&As, intents, workflows, or structured knowledge articles.
• Working knowledge of bot configuration elements such as workflows, automations, simulations, and guardrails.
• Ability to work independently with minimal guidance from IC3s/PM4s, while collaborating effectively across multiple teams.
• High attention to detail with strong verbal and written communication skills for documenting changes, observations, and reports/presentations.

Additional Information

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.