Freshworks: Lead - Business Systems Services — Chennai, India

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Lead - Business Systems Services in Chennai, India, under reference P-1005833_2. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 6 August 2026
• Brands: Freshworks

Responsibilities and work described

• 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
• 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
• 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
• Delivery: architectural guidance for platform configuration, automation, integrations, and customizations
• Design: and govern integrations using REST APIs, webhooks, middleware, and event-driven architectures
• Establishment: best practices for application architecture, security, data governance, and platform scalability
• Leadership: 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
• Key Decisions Responsible For
• Customer Support application architecture and technology roadmap
• Case management and workflow architecture

Essential requirements and candidate background

• 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: REST APIs, middleware platforms, webhooks, and enterprise integrations
• Experience implementing workflow automation using platform-native capabilities and low-code/no-code tools
• Knowledge: CRM integrations and customer lifecycle processes
• Experience: AI-powered customer service capabilities and Generative AI technologies
• Understanding: enterprise application architecture, security, data modelling, and governance
• Troubleshoot complex application and integration issues across multiple platforms
• Leadership Skills
• Influence architecture decisions across business and technology teams
• Stakeholder management and communication skills
• Experience leading enterprise platform implementations and transformation initiatives
• Analytical and problem-solving skills
• Mentor technical teams and establish architecture standard
• 7 - 12 years of IT experience with 5+ years supporting or architecting enterprise Customer Support platforms
• Experience designing and implementing enterprise customer support solutions
• Experience: enterprise integrations, APIs, middleware, and workflow automation
• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field

Preferred experience and additional strengths

• Experience: Freshdesk is highly preferred
• Experience: Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar platforms is strongly preferred
• 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: ITIL practices and Service Operations
• Experience: integration platforms such as Workato, MuleSoft, Boomi, or similar technologies
• Experience evaluating and implementing AI solutions that improve customer support operations and agent productivity

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Chennai, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead - Business Systems Services vacancy is not an offer for reference P-1005833_2; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P-1005833_2.

Compare your qualifications and experience with the essential conditions for the Chennai, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Salesforce

Salesforce experience should identify the users and workflow, then explain the configuration, development or integration you handled. A concrete example helps distinguish administration from application development or process design.

Relevant skills

• REST APIs
• APIs
• AI/ML
• Salesforce
• ServiceNow
• AI
• customer support
• stakeholder management
• communication
• problem resolution