Full-Time
Principal AI Knowledge Architect
Posted on 8/23/2025
Freshworks
5,001-10,000 employees
Cloud-based CRM and customer engagement suite
No salary listed
San Mateo, CA, USA
Hybrid
In-office three days per week (Tue–Thu); hybrid role in San Mateo, CA or Bellevue, WA.
 AI & Machine Learning (1) |
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- 10+ years in software architecture, with at least 3+ years in AI-driven knowledge systems, RAG pipelines, or semantic search
- Deep expertise in retrieval techniques (vector search, hybrid search, ontology-based retrieval) and knowledge graph design
- Experience with ontology design and reasoning (OWL, SPARQL, etc.) for enterprise knowledge modeling
- Proven experience building RAG pipelines with LLMs (OpenAI, Anthropic, LLaMA, etc.) integrated into production systems
- Strong proficiency in Java & Python and AI/ML frameworks (LangChain, LangGraph, etc.)
- Knowledge of vector DBs (Pinecone, ElasticSearch, etc.) and graph DBs (Neo4j, etc.)
- Experience building enterprise knowledge ingestion frameworks from CMS/CRM/ITSM platforms (e.g, Salesforce, ServiceNow)
- Background in document parsing (OCR, PDFs, HTML), metadata enrichment, and semantic embeddings
- Expertise in scalable cloud-native architecture (Kubernetes, event-driven microservices, streaming pipelines)
- Understanding of agentic AI frameworks (LangChain, LangGraph) and their integration with retrieval for reasoning
- Architect and implement multi-layer RAG pipelines leveraging ontologies, semantic graphs, embeddings, and hybrid retrieval strategies
- Design agentic RAG workflows where autonomous agents reason about query decomposition, multi-hop retrieval, and context stitching for better factual accuracy
- Build hierarchical and ontology-based knowledge graphs to improve entity resolution, semantic search, and contextual reasoning
- Optimize retrieval for domain-specific knowledge using structured + unstructured data fusion
- Lead development of content ingestion pipelines for enterprise sources (Confluence, SharePoint, Google Drive, Salesforce KB, ServiceNow KB, etc.)
- Design real-time data sync connectors and ETL frameworks to keep knowledge sources fresh and in sync with external systems
- Implement document parsing, enrichment, chunking, metadata tagging, and semantic indexing pipelines at scale
- Architect agentic knowledge workflows where agents autonomously evaluate, retrieve, and cross-reference multi-source knowledge
- Enable agents to invoke external APIs/tools dynamically to complement RAG with transactional or dynamic information retrieval
- Integrate multi-modal RAG (text, images, tables, PDFs) into reasoning loops for richer AI responses
- Develop knowledge health check pipelines to automatically validate knowledge freshness, detect stale or redundant articles, and recommend updates
- Implement automated knowledge evaluation using LLMs (hallucination detection, coverage analysis, answer accuracy)
- Define governance policies for knowledge versioning, lifecycle management, and auditing
- Architect multi-tenant, enterprise-ready knowledge systems with strict access controls, encryption, and compliance (SOC2, HIPPA, GDPR)
- Ensure cost-efficient vector database and embedding management strategies (e.g., partitioning, caching, tiered storage)
- Mentor engineers on best practices for RAG pipelines, knowledge representation, and semantic search
- Work with product leadership to define long-term knowledge strategy for powering enterprise-grade agentic AI assistants
- Collaborate closely with LLM engineers on optimizing retrieval-planning-generation loops for factual accuracy and latency
- Note: hybrid role based in San Mateo, CA, or Bellevue, WA, and requires an in-office presence three days per week (Tuesday - Thursday)
- Familiarity with self-healing knowledge pipelines (auto-detection and repair of broken links, stale knowledge)
- Strong grounding in AI safety and governance for enterprise knowledge systems
- Contributes to open-source RAG or knowledge graph frameworks are a plus
- Familiarity with multi-modal knowledge retrieval (image/document embeddings and cross-modal search)
Freshworks provides a cloud-based suite of customer engagement and internal operations software. It offers modules for customer support (Freshdesk), sales automation (Freshsales), marketing automation (Freshmarketer), IT service management (Freshservice), and HR management (Freshteam), all on a single SaaS platform with data flowing between apps and a marketplace for third-party integrations. Customers subscribe to tiered plans and deploy quickly. The platform serves small to large businesses across many industries, aiming to help teams collaborate and work more efficiently by unifying customer interactions and internal processes.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
San Mateo, California
Founded
2010
Simplify's Take
What believers are saying
- EX business grows 26% year-over-year to $510M ARR by end-2025.
- Freddy AI generates $25M ARR with 50+ agentic workflows integrating Shopify, Stripe.
- Kuntal Vahalia from Anaplan appointed SVP Channels to drive GSI partnerships.
What critics are saying
- ServiceNow displaces Freshworks in enterprise ITSM contracts within 12 months.
- 11% workforce cut of 500 jobs erodes institutional knowledge by Q4 2026.
- Revenue growth decelerates below 12% in Q3 2026, compressing SaaS multiples.
What makes Freshworks unique
- Freshworks embeds Freddy AI across ITSM and CRM workflows for 8,000 customers.
- EX division with Freshservice achieves $510M ARR, surpassing CX's $395M.
- Acquired FireHydrant in January 2026 to bolster AI-powered incident management.
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Benefits
Hybrid Work Options
Growth & Insights and Company News
6 month growth
↑ 18%1 year growth
↑ 17%2 year growth
↑ 17%Freshworks, an AI-powered software-as-a-service provider, is generating strong cash flow with a 26.6% free cash flow margin whilst demonstrating efficient scaling through operating margin improvements of 20.8 percentage points over the past year. The company, which started as a customer service solution before expanding into a comprehensive software suite, has achieved 17.5% average annual recurring revenue growth. Its gross margin of 85% reflects the differentiated nature of its software products. Meanwhile, analysts question two other cash-producing stocks: ZoomInfo faces flat sales projections and shrinking free cash flow margins, whilst T. Rowe Price has shown muted 3.5% annual revenue growth over five years with stagnant earnings per share despite revenue increases.
Freshworks has raised its profile in agentic AI, with its employee-experience business surpassing $500 million in annual recurring revenue and growing 20% year-over-year in constant currency, management said at the Morgan Stanley Technology, Media & Telecom Conference on 4 March. The company reported AI adoption across 8,000 customers, contributing over $25 million in ARR. Freshworks recently updated its Agentic Workflows documentation and now offers 50-plus agentic workflows with integrations including Shopify, Stripe and PayPal. Fourth-quarter revenue reached $222.7 million, up 14% year-over-year, whilst full-year revenue rose 16% to $838.8 million. The company swung to full-year GAAP operating income of $13.2 million from a loss in 2024. Freshworks embeds its Freddy AI across customer and employee service workflows.
Why Freshworks (FRSH) is building its agentic AI case around Freddy and enterprise adoption. Published on april 11, 2026 at 1:20 pm by habib ur rehman in news. A current read on our thesis for the stocks came on March 4, 2026, when management said at the Morgan Stanley Technology, Media & Telecom Conference that Freshworks' employee-experience business had surpassed $500 million in ARR and was growing 20% year over year in constant currency. Management also said AI adoption had reached 8,000 customers contributing more than $25 million in ARR, and argued that AI products are becoming a growth driver across the platform rather than just a defensive add-on. A product-level signal came two days earlier, when Freshworks updated its documentation around Agentic Workflows, including support for business-hours conditions. Its current Freddy AI Agent materials also highlight 50+ agentic workflows and integrations with systems such as Shopify, Stripe, PayPal, and FedEx, showing that the company is still building out more autonomous, workflow-aware tools rather than stopping at basic copilots. Earlier, on February 10, 2026, Freshworks reported fourth-quarter revenue of $222.7 million, up 14% year over year, while full-year revenue rose 16% to $838.8 million. It also swung to full-year GAAP operating income of $13.2 million from a loss in 2024, finally putting some meat on the bones of its growth story, rather than the usual SaaS promise soup. Freshworks Inc. (NASDAQ:FRSH) provides customer and employee service software, with Freddy AI embedded across support and IT workflows. While we acknowledge the risk and potential of FRSH as an investment, our conviction lies in the belief that some AI stocks hold greater promise for delivering higher returns and doing so within a shorter time frame. If you are looking for an AI stock that is more promising than FRSH and that has 10,000% upside potential, check out our report about this cheapest AI stock.
Freshworks appoints Kuntal Vahalia as Senior Vice President, Global Channels and Alliances. Veteran channel leader joins Freshworks to accelerate partner-led growth with a focus on Global System Integrators and upmarket expansion Freshworks, today announced the appointment of Kuntal Vahalia as Senior Vice President, Partnership Channel. Vahalia will lead Freshworks' global partner strategy, enablement, and execution as the company accelerates its move upmarket and deepens its investment in its employee experience (EX) segment, which includes IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (ITOM), and Enterprise Service Management (ESM). He will report to Freshworks' Chief Revenue Officer Ian Tickle. "Partners are a core pillar of our growth strategy as we continue to scale upmarket and expand globally," said Ian Tickle. "Kuntal brings deep ecosystem experience that will help us expand into larger markets and build even stronger relationships with global system integrators. His proven ability to scale partner-led growth makes him ideal to lead this next chapter for Freshworks." Vahalia brings two decades of experience scaling SaaS companies through partner ecosystems and go-to-market strategies. Most recently, as SVP of Global Channels and Alliances at Anaplan, he transformed the partner model, deepening collaboration with global system integrators and driving measurable growth in partner-led revenue. Previously, he held leadership roles at Salesforce, MuleSoft, and ThoughtSpot, building global ecosystems and sales motions across regions and functions. At Freshworks, Vahalia will work closely with the company's go-to-market, sales, and operations to strengthen channel programs and accelerate growth through strategic alliances. His focus aligns directly with Freshworks' strategic priorities: moving upmarket, expanding momentum in EX, and activating GSI partnerships to extend reach into enterprise accounts. He joins as Freshworks' EX business surpasses $500 million in ARR, growing 26% year over year as of Q4 2025. "Freshworks is the strategic solution partners are looking for today: profitable, high-growth, with a best-in-class EX platform and AI grounded in real domain depth," said Kuntal Vahalia, Senior Vice President, Global Channels and Alliances at Freshworks. "We're building strong momentum across our channel as partners increasingly invest in Freshworks to develop scalable, services-led practices. The opportunity ahead is significant - partners want solutions they can confidently grow with, and Freshworks is uniquely positioned to deliver differentiated, fast time-to-value offerings aligned to high-growth segments."
Freshworks Inc. has appointed Ian Tickle as Chief Revenue Officer, unifying its global sales organisation under single leadership. Mika Yamamoto, Chief Integrated Customer Growth Officer, will step down as part of the restructuring announced on 5 March 2026. Despite shares falling over 37% in six months, analyst sentiment remains positive, with 50% maintaining 'buy' recommendations and a consensus price target of $11, suggesting 33.66% upside potential. The San Mateo-based software company recently reported profitability, record free cash flow and announced a $400 million share repurchase programme. Freshworks provides SaaS solutions including Freshdesk, Freshservice and Freshsales. CEO Dennis Woodside credited Tickle with contributing to strong results over five consecutive quarters.