Hybrid opportunity at
FreshworksSenior Director, Engineering - AI Studio (CX & EX)
This senior director position heads engineering for AI Studio, the place where agents used by customer and employee experience teams are created and maintained by the…
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About This Role
This senior director position heads engineering for AI Studio, the place where agents used by customer and employee experience teams are created and maintained by the people who build them. The role carries end-to-end ownership of the product's direction and delivery, and coordinates several disciplines at once: the user-facing front end, the BFF tier that sits between interfaces and back-end services, and the link to the AI Agent Platform underneath.…
Job Description
This senior director position heads engineering for AI Studio, the place where agents used by customer and employee experience teams are created and maintained by the people who build them. The role carries end-to-end ownership of the product's direction and delivery, and coordinates several disciplines at once: the user-facing front end, the BFF tier that sits between interfaces and back-end services, and the link to the AI Agent Platform underneath.
Candidates should bring a long history of leading teams that build platform products, developer tools or applications inside enterprise software companies. The posting puts weight on the whole agent journey: configuring agents, testing them against evaluation sets, rolling them out safely, watching them once live, and using the results to improve them. The leader also sets the yardsticks of success, such as how quickly agents are built, how widely they are adopted, how well they perform and deflect work, how stable they are, and what return customers see.
Freshworks is presented as a company building software for customer and employee engagement, with AI agents at the center of its direction. The role works alongside AI/ML, data science and product groups, and is accountable for access controls, data classification, guardrails, handling of personal data and audit trails in agent workflows. The listing describes a hybrid setup requiring in-office time three days a week, Tuesday through Thursday. No pay range is stated.
Responsibilities
- Chart the direction and plan for one unified studio where teams build, check, launch, monitor and refine agents for CX and EX.
- Own delivery of the front end and BFF tier so writing and revising agents feels quick and dependable.
- Create test, simulation and scoring tooling that checks quality, safety and regressions before release.
- Supply versioning and staged promotion controls for moving agents between environments, with firm safeguards.
- Build live dashboards, trace views and analytics that expose quality, latency, cost and business outcomes.
- Serve as the final technical reference for large distributed cloud systems and front-end design.
- Develop and guide a group of engineers and engineering managers.
Requirements
- At least 15 years in software engineering, with five of them spent in a Director-level or senior role leading teams that build platforms, developer tools or applications.
- Prior success building and running strong product and engineering organizations inside enterprise SaaS companies.
- Practical experience operating large distributed systems on AWS, Azure or GCP, plus current front-end architecture and BFF or API design.
- Real understanding of LLMs, agent orchestration, retrieval-augmented generation, and how AI systems are evaluated and observed.
- Shipped builder or developer-facing products that feel polished and stay reliable.
Qualifications
- Degree at bachelor or graduate level in computing, engineering or a neighboring discipline.
- Working knowledge of DevOps, CI/CD pipelines and reliability engineering.
- Background handling data security, guardrails and regulatory compliance programs.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role based?
The posting does not name a city. It describes a hybrid arrangement with in-office presence three days a week, Tuesday through Thursday.
What experience does the role require?
The posting asks for at least 15 years in software engineering, including five years in a Director-level or higher leadership role.
Is the role full-time?
Yes, the listing is for a full-time position.
What is the salary?
The posting does not specify a salary range.
How do I apply?
The posting does not describe an application process.
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