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 You'll 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 optimizations—including semantic caching, dynamic batching, token monitoring, and intelligent model routing—to 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.