Company 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.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.
And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
We are looking for a Principal AI Agentic Architect to lead the technical vision and architectural design of our AI Agentic Platform. This platform will enable enterprises and developers to build, deploy, and manage AI assistants that reason, plan, converse, and execute tasks autonomously. In this role, you will define the architecture and frameworks underpinning conversation orchestration, dialogue management, reasoning engines, and multi-agent collaboration, leveraging technologies like LangChain, LangGraph, LangSmith, and related ecosystems. This role is ideal for a hands-on architect who thrives in a startup-like environment and can design highly scalable, enterprise-grade platforms that solve complex real-world AI problems.
Key Responsibilities
Platform Architecture & Design:
- Lead the end-to-end architecture of an AI Agentic Platform enabling multi-agent reasoning, orchestration, and real-time dialog management.
- Design a reasoning and planning engine that supports agent task decomposition, tool usage, and contextual decision-making.
- Architect conversation orchestration and dialog management systems for multi-turn, multi-modal interactions across channels (chat, voice, APIs).
- Define multi-agent coordination (A2A) protocols to support collaborative agents and dynamic role allocation.
- Establish agent lifecycle management (build, test, deploy, monitor) as a core platform capability.
Core AI & Agentic Frameworks:
- Evaluate and integrate LangChain, LangGraph, LangSmith, and similar frameworks into the platform.
- Define tool orchestration APIs and connectors for agents to interact with enterprise systems.
- Build prompt and knowledge governance frameworks for safe and auditable AI assistant behavior.
- Partner with ML engineers to design LLM reasoning pipelines (chain-of-thought, reflection loops, RAG).
Scalability & Enterprise-Grade Architecture:
- Architect a cloud-native, multi-tenant SaaS platform (microservices, Kubernetes, event-driven architecture).
- Implement stateful workflows for dialog persistence, memory, and long-horizon planning.
- Define observability and evaluation pipelines (using LangSmith or equivalent) for tracing, testing, and optimizing agents.
- Ensure enterprise security, RBAC, compliance (SOC2, GDPR), and cost-optimized LLM/API usage.
Technical Leadership & Collaboration:
- Serve as a thought leader, mentoring engineers and influencing platform architecture across backend, AI, and UI teams.
- Partner with product and engineering leadership to define the platform roadmap and technical priorities.
- Drive standards for reasoning agents, prompt management, testing, and reliability in production.
- Collaborate with Forward Deployment Engineers (FDEs) to incorporate real-world deployment feedback into the architecture.
Please note this is a hybrid role with onsite expectations of 3x/week (Tues-Thurs) from our San Mateo, CA HQ or Bellevue, WA office locations.
Qualifications
Required Qualifications:
- 10+ years of experience in software architecture and backend platform development, including at least 3+ years in AI/LLM-driven systems
- Deep experience in conversational AI systems (orchestration, stateful dialog, context tracking). Experience building autonomous agent ecosystems or multi-agent coordination frameworks.
- Expertise in agentic AI frameworks (LangChain, LangGraph, Autogen, CrewAI, etc.), reasoning/planning agents, and dialog management.
- Proven background in distributed systems, event-driven architecture, microservices, and API design
- Proficiency in Java, Python, plus experience integrating LLM APIs (OpenAI, Anthropic, etc.)
- Strong knowledge of enterprise SaaS architectures: multi-tenancy, RBAC, data governance, and observability
- Experience with workflow orchestration frameworks (Temporal, Airflow) and streaming/ event buses (Kafka, Pub/Sub)
- Familiarity with vector search (Pinecone, ElasticSearch) and retrieval-augmented generation (RAG) pipelines
- Demonstrated leadership in early-stage product/platform development (startup or high-growth team experience preferred)
Preferred Qualifications:
- Background in conversational platforms (Dialogflow CX, Rasa, LivePerson, or similar)
- Strong knowledge of AI evaluation (LangSmith), reinforcement learning for planning, or reasoning engine design
- Prior exposure to AI governance, safety, and compliance frameworks
- Contributions to open-source LangChain/LangGraph or similar projects are a plus
Additional Information
The annual base salary range for this position is $260,500 - $374,440.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity.
We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
