Lead - Business Systems Services
Freshworks
Chennai, , IndiaPosted 1 month ago
Skill Required
Data WarehousingGenerative AIrelated fieldEngineeringSalesforceServiceNowanalyticaldesigningITILsecuritydesignCloudAPIsAIFulltime
Key highlights
- 7 - 12 years of IT experience required
- 5+ years supporting or architecting enterprise Customer Support platforms required
- Bachelor's degree in a related field required
- Hands-on experience with Freshdesk highly preferred
- Diverse and inclusive work environment
- Enterprise-grade CX and IT solutions
Role overview
Organizations everywhere struggle with the costs and complexities of business software that often hinder rather than help growth and customer/employee experiences. Freshworks offers a people-first approach to AI, delivering uncomplicated service software that reduces complexity, lowers costs, and enables faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Trusted by nearly 75,000 companies, Freshworks powers Employee Experience (EX) and Customer Experience (CX) operations. This role serves as the Solution Architect and strategic technical owner for the Customer Support technology ecosystem, partnering with Customer Support Operations, CX, Product, Engineering, and IT teams to design scalable, secure, and high-performing solutions across Freshdesk, customer support platforms, and enterprise integrations.
Responsibilities
- Own the architecture and technical roadmap for Customer Support applications and related integrations.
- Design scalable solutions across Freshdesk, knowledge management, chat, messaging, telephony, CRM, and enterprise applications.
- Provide architectural guidance for platform configuration, automation, integrations, and customizations.
- Design and govern integrations using REST APIs, webhooks, middleware, and event-driven architectures.
- Establish best practices for application architecture, security, data governance, and platform scalability.
- Lead architecture reviews for major implementations, platform upgrades, migrations, and transformation initiatives.
- Drive platform standardization while reducing technical debt and improving operational efficiency.
- Evaluate and implement AI capabilities including ticket summarization, intelligent routing, virtual agents, knowledge recommendations, and agent productivity enhancements.
- Partner with business stakeholders to identify opportunities for automation and continuous improvement.
- Mentor administrators, business systems analysts, and engineers on architecture standards and best practices.
- Make key decisions on Customer Support application architecture and technology roadmap.
- Make key decisions on case management and workflow architecture.
- Make key decisions on omnichannel support design including email, chat, messaging, and voice.
- Make key decisions on integration architecture and middleware strategy.
- Make key decisions on automation and AI strategy.
- Make key decisions on platform governance and security.
- Make key decisions on build vs. configure vs. integrate choices.
- Make key decisions on long-term scalability and platform modernization.
Requirements
- 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.
- 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.
- 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 standards.
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
Nice to have
- 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.
- 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.
Benefits
- An environment that enables everyone to find their true potential, purpose, and passion.
- A welcoming workplace for colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Commitment to providing equal opportunity and fostering diversity in the workplace.
Additional details
- 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.
- Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences.
- 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.