Principal AI Knowledge AI Architect

Company Description

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.

Job Description

We are seeking a Principal AI Knowledge AI Architect to design and lead the architecture for next-generation knowledge and RAG systems that enable reasoning-driven AI assistants to deliver precise, contextually relevant answers at scale. This role focuses on advanced RAG pipelines leveraging ontologies, dynamic content ingestion, agentic retrieval, data synchronization with enterprise platforms, and continuous knowledge health monitoring to ensure high-fidelity, trustworthy knowledge delivery.

You will architect the knowledge layer of our AI Agentic Platform, integrating enterprise content repositories, knowledge bases, APIs, and external tools into an agent-driven reasoning and retrieval engine.

Key Responsibilities :

Advanced RAG Architecture

• 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.

Knowledge Ingestion & Synchronization

Agentic Knowledge & Reasoning Integration

Knowledge Quality & Health Monitoring

Scalability, Security & Compliance

Thought Leadership & Collaboration

Please note : This is a hybrid role that will be based in San Mateo, CA, or Bellevue, WA, and requires an in-office presence three days per week (Tuesday - Thursday).

Qualifications

Required Qualifications

Preferred Qualifications :

Additional Information

The annual base salary range for this position is $260,500 - $374,440.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus / equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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