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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, Current Balance, Nucor, S&P; Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.




Job Description
Key Responsibilities:
Own the end-to-end AI experience for the assigned product/BU, including intent fixes, content development, workflow curation, and resolution outcomes.
Create, consolidate, and refine Q&As; ensure accuracy, remove duplicates, and maintain persona & brand alignment.
Convert Q&As; into structured knowledge articles; collaborate with the Content Strategy team on external content publishing.
Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.
Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
Analyze bot KPIs (resolution, deflection, fallback) and drive improvements.
Collaborate with Product/Engineering for bug reporting, validation, and early feature feedback.
Support lightweight data analysis using AI tools/dashboards.
Execute requirements from IC3s/PM4s wit

📌 Specialist - Bots Strategy (Chennai)
🏢 FreshWorks
📍 Chennai