AI Engineer - Agentic Automation

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.

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.

Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).

• Collaborate with Sales, Marketing, RevOps, 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, running proofs-of-concept and recommending optimal solutions.
• Implement MCP servers and agent orchestration systems; write clean, maintainable code (e.g., Python, JavaScript) to productionize AI integrations.
• 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-leading tools that can accelerate capability.

• 3+ years of professional experience in AI/ML engineering, analytics engineering, automation engineering, software development, or related technical roles.
• Understanding and having experience with business process automation
• Strong coding skills (Python, JavaScript) and experience building or integrating software systems.
• Strong command of AI software engineering tools such as Cursor, Google Antigravity, or 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. Also familiarity with the latest LLMs and their differences; a 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.
  
  Preferred Qualifications
• 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.

Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday). 

This role is based in the Boston Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$90,900-$119,280 USD Base Salary + Bonus

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.