Principal AI UI Architect

Overview

We are seeking a Principal AI UI Architect to define and lead the frontend architecture and developer experience for our AI Agentic Platform. This platform enables developers and enterprises to create, test, debug, and deploy outcome-driven reasoning and deterministic agents with rich visual tools. The role is hybrid and based in San Mateo, CA or Bellevue, WA with in-office presence three days per week (Tuesday - Thursday).

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. With over 72,000 companies trusting Freshworks’ CX and EX software and over 4,500 employees worldwide, this is a high-impact leadership role combining front-end engineering, developer experience, AI tooling, and product design thinking.

Responsibilities

• Agentic UI Architecture & Frameworks : Define the UI architecture for a visual agent-building environment, supporting reasoning-driven and deterministic agent workflows; design low-code / no-code interfaces for chaining reasoning agents (LangGraph), tool integrations, and workflow orchestration; build visual debugging and testing environments for agents, including real-time state visualization and reasoning trace playback; create prompt and knowledge management UIs with versioning, branching, and side-by-side evaluation capabilities.
• User Simulation & Outcome Testing : Architect user simulation frameworks within the UI to emulate personas, intents, and edge cases; enable scenario-driven testing to measure agent effectiveness in achieving business outcomes; build A / B testing interfaces to compare strategies, prompts, and workflows; integrate with LangSmith evaluation APIs for visibility into success metrics and regression testing.
• Dialog Orchestration & Multi-Channel Assistant Building : Develop multi-dialog authoring experiences for parallel flows, context switching, and hierarchical dialog trees; support channel-agnostic assistant design with connectors to web chat, SMS, WhatsApp, email, IVR / voice, and custom channels; provide visual voice design tools (SSML tuning, call flow simulation) for telephony / voice use cases.
• Real-Time Observability & Debugging Tools : Architect agent runtime monitoring dashboards integrated with backend telemetry (logs, traces, reasoning paths); enable step-by-step reasoning visualization for debugging deterministic and probabilistic agents; design tool usage dashboards showing which APIs / skills agents invoke and their outcomes.
• Scalable Front-End Platform Engineering : Build modular, extensible UI frameworks that integrate with backend agent orchestration services; ensure real-time collaboration (multi-user editing, shared test sessions) for distributed enterprise teams; enforce enterprise-grade security (RBAC, SSO / OAuth, secure tenant isolation) within the UI layer.
• Leadership & Collaboration : Define UI technical strategy and roadmap in alignment with platform and backend architects; partner closely with backend engineers, ML teams, and product managers to deliver cohesive, integrated experiences; mentor frontend / UI engineers and establish best practices for performance, accessibility, and developer tooling; advocate for intuitive developer experience (DX) for building, testing, and deploying agents.

Qualifications

Benefits

Additional information : This role is hybrid and based in San Mateo, CA or Bellevue, WA with in-office presence three days per week (Tuesday - Thursday).

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