Principal AI Solutions Engineer

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 DoServe 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.