Lead - Business Systems Services

📋 Description

• Own architecture and technical roadmap for Customer Support applications and integrations.
• Design scalable solutions across Freshdesk, knowledge mgmt, chat, telephony, CRM, and enterprise
• Provide architectural guidance for configuration, automation, integrations, and customizations.
• Design and govern REST APIs, webhooks, middleware, and event-driven architectures.
• Establish best practices for architecture, security, data governance, and scalability.
• Lead architecture reviews for major implementations, upgrades, migrations, and transformations.

🎯 Requirements

• Strong experience architecting enterprise Customer Support platforms (Freshdesk, Zendesk
• Deep knowledge of customer support ops: case mgmt, SLAs, routing, queues, knowledge mgmt
• Experience with REST APIs, middleware, webhooks, and enterprise integrations.
• Experience implementing workflow automation with platform-native and low-code/no-code tools.
• Knowledge of CRM integrations and customer lifecycle processes.
• Experience with AI-powered customer service capabilities and Generative AI.

🎁 Benefits

• Freshworks offers a diverse, inclusive environment and opportunities to impact global CX/EX
• Collaborate with cross-functional teams and lead platform modernization initiatives.
• Exposure to AI-enabled support capabilities and enterprise integrations.