AI Engineer Agentic Automation

Overview

Organizations everywhere struggle under the costs and complexities of "solutions" that promise to simplify work. Freshworks builds 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' CX and EX software to fuel loyalty and service efficiency.

More than 4,500 Freshworks employees work across the globe.

Fresh vision. Real impact. Come build it with us.

As an AI Engineer - Agentic Automation, you will partner with cross‑functional teams to build, implement, and scale agentic AI processes that improve Sales and Marketing functions. You will evaluate emerging AI tools, design solutions using Model Context Protocol, write production‑grade code, and measure impact via meaningful business metrics. This role blends hands‑on technical execution with strategic insight, empowering you to shape how AI is adopted and scaled across the organization.

This is a hybrid role based in Boston, MA and requires in‑office presence three days per week (Tuesday – Thursday).

• Collaborate with Sales, Marketing, Rev Ops, Product, and Data teams to understand workflows, inefficiencies, and requirements.
• Design, build, and deploy agentic AI processes that automate tasks, orchestrate multi‑step workflows, and augment human work.
• Evaluate and select AI frameworks, tools, and platforms for specific use cases, run proofs‑of‑concepts, and recommend optimal solutions.
• Integrate AI systems with CRM, marketing automation, analytics, external publicly available data sources, communities such as Reddit, and operational platforms through APIs and pipelines.
• Define success metrics, monitor performance, and deliver impact reporting that ties AI initiatives to business outcomes (e.g., time savings, conversion improvement, revenue impact).
• Create documentation, best practices, and reusable templates to scale AI adoption within the company.
• Stay current with AI trends, emerging agent frameworks, and market tools that can accelerate capabilities.

• 3+ years of professional experience in AI/ML engineering, analytics engineering, automation engineering, software development, or related technical roles.
• Understanding and experience with business process automation.
• Strong command of AI software engineering tools (e.g., Cursor, Google Antigravity, Claude Code).
• Deep understanding of modern context engineering, ability to write, debug, and improve LLM prompts.
• Familiarity with agentic AI systems, orchestration frameworks, Model Context Protocol, and RAG techniques. Knowledge of latest LLMs and their differences; strong intuition for LLM limitations.
• Demonstrated experience evaluating, selecting, and deploying AI/automation tools and frameworks in business environments.
• Ability to work independently on technical problems and translate business needs into technical designs.
• Excellent communication skills; able to present complex technical solutions clearly to both technical and business audiences.
• Passion for AI and a strong desire to build solutions that deliver real business impact.

• Experience integrating AI/automation with CRM systems (e.g., Salesforce), marketing automation platforms (e.g., Marketo), and other operational tools.
• Background in analytics, data pipelines, or data engineering.
• Demonstrated track record of defining and measuring business impact from AI or automation initiatives.

This role is based in the Boston Metro Area and requires in‑office presence three days per week (Tuesday – Thursday).

The expected base salary range for this position is $90,900–$119,280 USD Base Salary + Bonus. The actual base pay is dependent on factors such as professional background, training, work experience, business needs, and market demand. Salary ranges may change and are subject to modify in the future. This role is also eligible for a target bonus.

Freshworks is an equal opportunity employer. We welcome colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. Fresh vision. Real impact. Come build it with us.