Lead - Business Systems Services

• 7 - 12 years of IT experience with **5+ years supporting or architecting enterprise Customer Support platforms**.
• Proven experience designing and implementing enterprise customer support solutions.
• Hands-on experience with **Freshdesk** is highly preferred.
• Experience with **Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar platforms** is strongly preferred.
• Experience with enterprise integrations, APIs, middleware, and workflow automation.
• Experience implementing AI-enabled customer support capabilities is a plus.
• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.

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, New 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.**

This role serves as the **Solution Architect and strategic technical owner** for the Customer Support technology ecosystem. The architect will partner closely with Customer Support Operations, Customer Experience (CX), Product, Engineering, and IT teams to design scalable, secure, and high-performing solutions across **Freshdesk**, customer support platforms, and enterprise integrations.

The ideal candidate brings deep experience with one or more leading customer support platforms such as **Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow Customer Service Management (CSM), or similar enterprise service management solutions**, along with strong expertise in integrations, automation, AI, and enterprise architecture.

As a **Manager-equivalent Individual Contributor**, this role provides architectural leadership while remaining hands-on in solution design, platform configuration, integrations, automation, and complex technical problem-solving.

• Customer Support application architecture and technology roadmap.
• Case management and workflow architecture.
• Omnichannel support design including email, chat, messaging, and voice.
• Integration architecture and middleware strategy.
• Automation and AI strategy.
• Platform governance and security.
• Build vs. configure vs. integrate decisions.
• Long-term scalability and platform modernization.

• Strong experience architecting enterprise Customer Support platforms such as **Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow CSM**, or similar solutions.
• Deep understanding of customer support operations including case management, ticketing, SLAs, routing, queues, knowledge management, and omnichannel support.
• Experience with REST APIs, middleware platforms, webhooks, and enterprise integrations.
• Experience implementing workflow automation using platform-native capabilities and low-code/no-code tools.
• Knowledge of CRM integrations and customer lifecycle processes.
• Experience with AI-powered customer service capabilities and Generative AI technologies.
• Strong understanding of enterprise application architecture, security, data modelling, and governance.
• Ability to troubleshoot complex application and integration issues across multiple platforms.

• Ability to influence architecture decisions across business and technology teams.
• Strong stakeholder management and communication skills.
• Proven experience leading enterprise platform implementations and transformation initiatives.
• Strong analytical and problem-solving skills.

Ability to mentor technical teams and establish architecture standard

• Experience supporting global Customer Support or Customer Experience organizations.
• Experience leading Freshdesk implementations, migrations, or platform modernization initiatives.
• Familiarity with ITIL practices and Service Operations.
• Experience with integration platforms such as Workato, MuleSoft, Boomi, or similar technologies.
• Experience evaluating and implementing AI solutions that improve customer support operations and agent productivity.