资深人工智能解决方案工程师
Principal AI Solutions Engineer
Freshworks 正在寻找一名高级 AI 解决方案工程师，作为我们北美员工体验业务的 AI 技术负责人
这是一个高度战略性的、面向客户的职位，专注于加速 AI 收入增长，帮助客户从 AI 投资中实现可衡量的业务成果，并在北美地区推广 AI 成功经验。您将与销售团队、高管、客户、产品负责人和解决方案工程师合作，展示 Freshservice AI 的能力，领导 AI 建议性项目，并开发可扩展的计划，提升 AI 在客户群体中的影响力。
您将成为客户和内部利益相关者的可信顾问，帮助组织识别高价值的 AI 机会，量化业务影响，建立成功指标，并围绕 AI 项目达成高管共识。
您将负责：
- 作为 Freshservice 在北美地区的 AI 专家，与销售、解决方案工程、客户成功、产品和市场团队合作，推动 AI 收入增长和客户成果。
- 领导与企业客户的 AI 建议性项目，组织高管研讨会、发现会议、AI 准备度评估、业务价值讨论和战略规划会议，确保 AI 投资与可衡量的业务目标对齐。
- 与客户经理团队合作，识别、评估并执行新业务、扩展和续约场景中的 AI 机会，帮助客户构建 AI 投资的有力商业案例。
- 协助客户识别和优先处理 ITSM、ITOM、ITAM、员工服务管理及企业流程中的高价值 AI 使用场景，同时定义成功标准和可衡量的成果。
- 提供有说服力的演示、演讲、高管简报和价值验证项目，展示 Freshservice AI 能力的业务影响，包括 AI 代理、流程自动化、代理生产力、自助服务和对话体验。
- 开发可扩展的框架、操作手册、价值评估和最佳实践，使北美各地的团队能够有效展示、销售和证明 AI 解决方案的价值。
- 作为产品和工程团队的可信顾问，分享客户反馈、市场趋势、竞争情报和新兴 AI 需求，帮助塑造未来的创新方向。
- 指导和支持解决方案工程师、客户经理和客户成功经理，提升他们在 AI 领域的专业能力。
查看英文原文
Freshworks is seeking a Principal AI Solutions Engineer to serve as the AI technical leader for our North America Employee Experience business.
This is a highly strategic, customer-facing role focused on accelerating AI revenue growth, helping customers realize measurable business outcomes from AI investments, and scaling AI success across North America. You will partner with sales teams, executives, customers, product leaders, and fellow Solutions Engineers to position Freshservice AI capabilities, lead AI advisory engagements, and develop scalable programs that increase the impact of AI across our customer base.
You will serve as a trusted advisor to customers and internal stakeholders, helping organizations identify high-value AI opportunities, quantify business impact, establish success metrics, and build executive alignment around AI initiatives.
What You'll Do
- Serve as the North America AI subject matter expert for Freshservice, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to drive AI revenue growth and customer outcomes.
- Lead AI advisory engagements with enterprise customers, facilitating executive workshops, discovery sessions, AI readiness assessments, business value discussions, and strategic planning sessions that align AI investments to measurable business objectives.
- Partner with account teams to identify, qualify, and execute AI opportunities across new business, expansion, and renewal motions, helping customers build compelling business cases for AI investments.
- Help customers identify and prioritize high-value AI use cases across ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, while defining success criteria and measurable outcomes.
- Deliver compelling demonstrations, presentations, executive briefings, and proof-of-value engagements that showcase the business impact of Freshservice AI capabilities, including AI agents, workflow automation, agent productivity, self-service, and conversational experiences.
- Develop scalable frameworks, playbooks, value assessments, and best practices that enable teams across North America to effectively position, sell, and demonstrate the value of AI solutions.
- Act as a trusted advisor to Product and Engineering teams by sharing customer feedback, market trends, competitive intelligence, and emerging AI requirements that help shape future innovation.
- Mentor and enable Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, executive engagement, and industry best practices.
- 10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise software.
- Deep understanding of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends shaping enterprise software.
- Proven track record of driving business value through transformational technologies, automation initiatives, or AI-driven solutions.
- Experience leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer engagements.
- Strong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or adjacent operational technologies.
- Ability to connect technical capabilities to business outcomes and clearly articulate ROI, success metrics, and value realization strategies.
- Experience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organization.
- Exceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiences.
- Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomes.
- Comfortable operating independently across multiple strategic initiatives, stakeholders, and customer engagements.
- Experience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable.
- Bachelor's degree preferred but not required.
The annual salary range for this position is $158,015— $195,195 USD + Commissions
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 have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
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 74,000 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.
Originally posted on Himalayas