Senior Director, Engineering - AI Studio (CX & EX)

Company Overview

Role Overview

Leadership and Product Ownership

• Lead engineers and engineering managers across front-end, BFF/services, and platform integration.
• Own AI Studio vision, strategy, roadmap, operating model, and technical execution.
• Deliver the front end and BFF layer for AI Agent Platform capabilities.
• Embed AI Studio natively across CX and EX products.
• Build a high-performance culture, mentor technical leaders, and support inclusive execution.

AI Studio Capabilities

• Support authoring, configuration, testing, evaluation, safe deployment, versioning, rollout, observability, and optimization of AI agents.
• Provide testing, simulation, evaluation, monitoring, tracing, and analytics for agent quality, safety, regression, latency, cost, and outcomes.
• Establish deployment controls and guardrails for promotion across environments.

Strategy and Collaboration

• Partner with AI Agent Platform, AI/ML, Data Science, Product, Design, and go-to-market leaders.
• Define KPIs for build velocity, time to deploy, adoption, quality, reliability, builder productivity, and business impact.
• Guide distributed cloud systems, front-end architectures, BFF/API layers, and emerging AI technologies.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• At least 15 years of progressive software engineering experience.
• At least 5 years in a senior leadership role at Director level or above.
• Experience leading product and engineering organizations in an enterprise SaaS environment.
• Experience with large-scale distributed cloud systems, front-end architectures, and BFF/API design.
• Hands-on understanding of LLMs, agent orchestration, RAG, AI evaluation, and observability.
• Experience delivering builder- or developer-facing products at scale.
• Experience with security, guardrails, privacy, auditability, and compliance-ready practices.

Skills Inventory

• Leadership, mentorship, talent management, organizational design, performance management, and career development.
• Front-end architecture, BFF design, cloud computing, microservices, and distributed systems.
• AI agent platforms, LLMs, orchestration, evaluation, and AI observability.
• DevOps, CI/CD, SRE principles, data security, guardrails, and compliance frameworks.
• Strategic planning, roadmap prioritization, resource management, KPI management, and stakeholder collaboration.

Workplace

• This is a hybrid role requiring in-office presence three days per week from Tuesday through Thursday.

Benefits and Culture

• Freshworks emphasizes equal opportunity, inclusion, and professional development in a collaborative environment.