Senior Director, Engineering - AI Studio (CX & EX)

Freshworks
Chennai
Workplace: HybridFull timeFunction: Data Science & Machine LearningExperience: 15+ yearsSkills: ["Leadership & mentorship","Organizational scaling","Cross-functional influence","Communication","Problem-solving"]

Lead AI Studio end-to-end by owning the vision and execution for building, testing, deploying, observing, and continuously optimizing AI agents on the AI Agent Platform. You’ll guide a multi-disciplinary engineering organization across front-end and Backend-for-Frontend (BFF) services, embed capabilities natively into CX and EX products, establish the agent lifecycle and governance, and define measurable KPIs through deep collaboration with AI/ML, Data Science, Product, Design, and GTM teams.

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FursaFursa
Freshworks
Freshworks
3 days ago

Senior Director, Engineering - AI Studio (CX & EX)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead AI Studio end-to-end by owning the vision and execution for building, testing, deploying, observing, and continuously optimizing AI agents on the AI Agent Platform. You’ll guide a multi-disciplinary engineering organization across front-end and Backend-for-Frontend (BFF) services, embed capabilities natively into CX and EX products, establish the agent lifecycle and governance, and define measurable KPIs through deep collaboration with AI/ML, Data Science, Product, Design, and GTM teams.
Location: Chennai
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Lead a multi-disciplinary organization spanning front-end, BFF/services, and platform integration.
  • •Own the end-to-end AI Studio experience for authoring, testing, deploying, observing, and optimizing AI agents.
  • •Deliver a best-in-class front end and robust BFF layer to expose AI Agent Platform capabilities to builders.
  • •Embed AI Studio natively into both CX and EX product lines with consistent builder and end-user experiences.
  • •Establish governance and trust for agent workflows (access controls, guardrails, data security/privacy/PII handling, and auditability), and track impact KPIs like reliability and adoption.

Key Requirements

  • •Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
  • •15+ years of progressive software engineering experience, including at least 5 years in a Director-or-above senior leadership role.
  • •Proven experience building, scaling, and leading high-performing product and engineering organizations in an enterprise SaaS environment.
  • •Strong technical foundation for large-scale distributed systems on public cloud platforms (AWS, Azure, GCP) and expertise in modern front-end architecture and BFF/API design.
  • •Hands-on understanding of AI/agent systems, including LLMs, agent orchestration, RAG, evaluation, and observability for production deployments.
Experience:15+ yearsEnterprise SaaSAI agentsLLMsPublic cloudDistributed systems
Education:
Skills:Leadership & mentorshipOrganizational scalingCross-functional influenceCommunicationProblem-solving
Languages:English
Tech Stack:AWSAzureGCPLLMsAgent orchestrationRAGDevOpsCI/CDSREBFFAPI designFront-end architecture

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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