Principal Engineer Machine Learning

About the Role: Freshworks is building next-generation AI-driven customer and employee engagement platforms. As a Principal Engineer - Machine Learning on our AI/ML Engineering team you will drive the architecture and technical strategy for core backend services powering our Agentic AI Platform. You will lead the development of reasoning-driven agents multi-agent orchestration and outcome-based workflows that directly power autonomous AI capability across our suite of enterprise products. This role is pivotal in establishing engineering standards scaling backend infrastructure and mentoring senior engineers as we expand our agentic capabilities at enterprise scale.

What Youll Do

• Drive Platform & Runtime Architecture: Lead the architectural design and execution of agent runtime orchestration services focusing on reasoning planning tool invocation and low-latency execution.

• Define API & SDK Standards: Design and establish robust developer-friendly APIs and SDKs that enable internal engineering teams and external ecosystem partners to build deploy and manage complex agent workflows.

• Architect Stateful & Memory Systems: Build and optimize stateful dialog management shared context systems and memory services for multi-turn context-aware autonomous agents.

• Implement Multi-Agent Communication Protocols: Establish scalable agent-to-agent (A2A) communication protocols coordination patterns and shared memory spaces for distributed multi-agent workflows.

• Lead Cloud-Native Microservices Migration: Drive the transition toward cloud-native event-driven backend services using modern microservices service mesh and event-streaming architectures.

• Optimize LLM Performance & Cost Efficiency: Design and implement LLM orchestration optimizationsincluding semantic caching dynamic batching token monitoring and intelligent model routingto ensure high performance and cost governance.

• Own Integrations & Observability: Direct the implementation of enterprise RAG pipelines vector database integrations (e.g. Pinecone Weaviate FAISS) and deep LangSmith/OpenTelemetry tracing for end-to-end evaluation and visibility.

• Drive Technical Excellence & Mentorship: Establish rigorous standards for automated testing (unit integration load) tenant isolation (RBAC multi-tenancy) and provide technical mentorship to elevate engineering capabilities across the team.

Qualifications :

Must Have:

• Experience: 1218 years of progressive software engineering and machine learning system development experience with a track record of architecting scalable enterprise backend systems.

• Technical Mastery: Deep proficiency in Java and Python with hands-on expertise building production systems using agentic orchestration frameworks (e.g. LangChain LangGraph LangSmith) and workflow engines (e.g. Temporal Airflow).

• Distributed Systems Expertise: Advanced understanding of event-driven architectures microservices Kubernetes Kafka AWS cloud infrastructure and mixed database paradigms (PostgreSQL Vector DBs).

• Execute with Excellence: Proven ability to navigate ambiguity solve complex architectural bottlenecks anticipate technical risks and connect cross-functional dependencies to deliver high-impact engineering initiatives at scale.

• Lead with Vision & Strategy: Demonstrated capability in translating complex business and AI goals into actionable long-term platform roadmaps while influencing technical decisions across cross-functional engineering partners.

• Cultivate a Growth Mindset: A track record of identifying innovative tools challenging assumptions and driving technical continuous improvement across the broader engineering organization.

Nice to Have

• Experience with AI-driven planning systems dialog state tracking or reinforcement learning feedback loops in production environments.

• Hands-on experience with enterprise security frameworks including SSO OAuth2 RBAC and multi-tenant data isolation.

• Active involvement in open-source AI/ML projects or contributions to major LLM/orchestration libraries.

Additional Information :

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thu).

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.

Remote Work :

No

Employment Type :

Full-time