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.
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.
Key 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.
Technical Skills:
- 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.
Qualifications:
- 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.