Freshworks is hiring : Principal AI UI Architect in San Mateo

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 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.

You will architect the UI / UX framework for building and simulating AI assistants across multiple channels (digital & voice), designing intuitive interfaces for dialog orchestration, agent testing / simulation, and multi-agent workflows. This is a high-impact leadership role that combines front-end engineering, developer experience, AI tooling, and product design thinking.

Key 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 different personas, intents, and edge cases.

Enable scenario-driven testing to measure agent effectiveness in achieving specific business outcomes.

Build A / B testing interfaces to compare strategies, prompts, and workflows for optimization.

Integrate with LangSmith evaluation APIs to provide developers visibility into success metrics and regression testing.

Dialog Orchestration & Multi-Channel Assistant Building

Develop multi-dialog authoring experiences to build assistants handling 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.

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

10+ years of experience in UI architecture and frontend engineering for enterprise SaaS or developer platforms

Proven experience in designing complex, interactive UIs for AI tools, workflow builders, or developer environments

Proficiency in React (Next.js), TypeScript, WebSockets, and modern state management

Strong understanding of agentic AI platforms and LLM-driven workflows

Experience building visual editors (drag-and-drop builders, graph-based workflows) and debugging tools

Background in multi-channel assistant design (chat, voice / IVR, messaging apps) and conversational UX principles

Familiarity with real-time collaborative UI design

Knowledge of AI observability, agent trace visualization, and test-driven AI development

Expertise in enterprise security in UI platforms (SSO / OAuth, RBAC, multi-tenant UI design)

Preferred Qualifications

Prior experience architecting low-code / no-code AI tooling UIs

Experience with voice UI frameworks (SSML, telephony APIs, IVR design)

Familiarity with LangGraph or similar graph-based agent orchestration visualization

Contributions to open-source AI development or agentic UI frameworks

Understanding of agent evaluation frameworks (LangSmith) and integration into visual workflows

Startup experience building highly usable, fast-evolving Ai development platforms

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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