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Freshworks is seeking a Senior Director of Engineering to lead the AI Studio organization, a pivotal product surface that enables builders to design, test, deploy, observe, and optimize AI agents across Freshworks' customer experience (CX) and employee experience (EX) product lines. The AI Agent Platform is central to Freshworks' next-generation autonomous and assistive experiences, and AI Studio is the interface through which thousands of businesses will interact with it.
In this role, you will own the end-to-end vision and technical execution of AI Studio. You will lead a dynamic, multi-disciplinary organization spanning front-end engineers, backend engineers, and engineering managers. Key responsibilities include:
• Leading and scaling a high-performing product engineering organization in an enterprise SaaS environment
• Defining the AI Studio strategy, roadmap, and operating model for a unified builder experience
• Owning the full builder journey: shipping intuitive front-end and Backend-for-Frontend (BFF) layers that make agent authoring, configuration, and iteration fast and reliable
• Building testing and evaluation tooling so teams can ship agents with confidence and measurable quality bars
• Enabling safe, scalable deployment with versioning, rollout controls, and strong guardrails
• Delivering real-time observability and analytics for live agents, surfacing quality, latency, cost, and outcome signals
• Ensuring AI Studio integrates natively into both CX and EX products with a consistent, seamless experience
• Establishing governance and trust: access controls, guardrails, data classification, privacy/PII handling, auditability, and compliance-ready practices
• Cultivating a high-performance, inclusive culture; mentoring the next generation of technical leaders
• Driving technical and architectural strategy for large-scale, distributed cloud systems and resilient API layers
• Building powerful partnerships with AI Agent Platform, AI/ML, Product, Design, and GTM teams
• Defining and tracking impact: agent build velocity, time-to-deploy, adoption, agent quality, reliability, and measurable ROI
This is a high-visibility role with the opportunity to shape how thousands of businesses build and operate AI agents, setting the bar for craftsmanship, developer experience, reliability, and scale.
REQUIREMENTS:
• Bachelor's or Master's degree in Computer Science, Engineering, or related field
• 15+ years of progressive software engineering experience
• Proven track record of at least 5 years in a senior leadership role (Director or above) leading product-facing platform, developer-tooling, or application engineering teams
• Demonstrable experience building, scaling, and leading high-performing product and engineering organizations in enterprise SaaS
• Strong technical foundation in building and operating large-scale, distributed systems on public cloud platforms (AWS, Azure, GCP)
• Experience with modern front-end architectures and Backend-for-Frontend (BFF)/API design
• Hands-on understanding of the AI/agent landscape: LLMs, agent orchestration, RAG, evaluation and observability for AI systems, and shipping AI features to production
• Track record of delivering builder- or developer-facing products (studios, low-code/no-code tooling, platform consoles) with excellent UX and reliability at scale
• Leadership & Talent Management: inspirational leadership, mentorship, talent acquisition & retention, organizational design, performance management
• Technical Acumen: front-end architecture, BFF design, cloud computing, microservices, distributed systems, AI agent platforms, DevOps, CI/CD, SRE, data security, compliance
• Strategic & Business Acumen: long-term planning, roadmap development, budget management, data-driven decision making, KPI management
• Execution & Collaboration: agile methodologies, cross-functional influence, stakeholder management, communication, problem-solving
