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.
As a GSI Solution Architect, you will be the technical and solution engine behind our Global Systems Integrator ecosystem, with a dedicated focus on Employee Experience and Freshservice. You will help GSI partners find, shape, and progress new business and expansion opportunities , bringing solution credibility to early conversations, turning employee service challenges into structured opportunities, and building the assets and capability that let partners eventually run these motions themselves.
Key Responsibilities:
- Work with GSI partners to identify and shape new Freshservice opportunities linked to employee service transformation.
- Support early-stage discovery with partner teams and end customers, translating service challenges into structured solution opportunities.
- Build solution narratives across ITSM modernisation, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
- Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management , HR, Finance, Facilities, Legal, Procurement, Security, and Operations.
- Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery, and automation.
- Equip our two Business Development colleagues with messaging, discovery questions, and qualification guides, and join calls where solution credibility is needed.
- Deliver enablement sessions for GSI sales, consulting, architecture, and delivery teams, and support their certification and readiness.
- Create reusable assets , demo flows, reference architectures, discovery guides, and partner playbooks , that scale beyond any single deal.
- Support partner account planning and contribute to the quality and conversion of partner-sourced pipeline.
QUALIFICATIONS: Required:
- Experience in solution architecture, presales, consulting, or partner solution engineering.
- Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal service delivery.
- Experience working with GSIs, systems integrators, consulting firms, or other partner-led business models.
- Ability to build EX, ESM, and AI solution narratives, and to support both new business and expansion motions.
- Understanding of AI use cases in service management , self-service, agent assist, automation, knowledge, and ticket deflection.
- Experience creating demos, discovery guides, enablement content, and reference architectures.
- Comfortable being commercially aligned to partner-sourced ARR.
- Strong stakeholder management across partner, sales, product, and technical teams, with excellent communication and presentation skills.
Preferred:
- Experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.
- Experience supporting partner-sourced or partner-influenced revenue motions, or GSI-led transformation programmes.
- Experience working with Indian or global GSI partners.
- Familiarity with ITIL, workflow automation, and internal service operations.
- Ability to build business cases, value propositions, and repeatable go-to-market plays.
- Experience supporting migrations from legacy ITSM platforms.