Solution Architect

Solution Architect (SA) role is a critical internally and externally-facing role within Freshworks Professional Services (FPS) which acts the senior technical SME heavily involved in Sales, Delivery and Expansion phases of the customer lifecycle. FPS SA is a trusted advisor internally and externally working with the highest level functional and technical resources within Freshworks and the customer organizations to translate business outcome requirements into scalable solutions.

Responsibilities

During the Sales cycle, work closely with the Freshworks Presales team to understand prospects pain points and solutions discussed; During Delivery, translate the high-level solution into detailed design information to meet customer objectives; In Expansion, work with the customer to adjust or expand deployed capabilities; Product Champion: act as a product leader in the region, instilling confidence in prospects and devising innovative solutions; Solution Design: collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions; Technical Implementation: configure, customize, and deploy Freshworks products, encompassing workflows, automation, integrations, and reporting; AI and Automation Solutioning: identify opportunities to leverage AI, automation, and agentic capabilities; Process Optimization: identify areas for enhancement and propose efficient solutions; Training and Support: provide training to customers’ support agents, administrators, and relevant teams; Issue Resolution: liaise with Product and Engineering teams to troubleshoot and resolve technical challenges; Integrations Design: create and integrate Freshworks products with other systems and third-party applications; Documentation: develop and maintain comprehensive technical and architectural documentation; Stay Informed: stay updated on industry trends, Freshworks product updates, and best practices

Requirements

10+ years of professional experience in ITSM, ESM, ITOM, ITAM; Strong technical background with custom script development and presales experience; Ability to read complex situations with several competing constraints and identify solutions that benefit both the customers and Freshworks; Excellent listening and presentation skills; 5+ years working directly with Functional and organizational leaders internally and externally; Proficient in handling ambiguity and objections; Skilled in negotiation and objection handling; Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, administrators, and delivery teams; 7+ years of Professional Services experience in software industry in SaaS platforms; A problem-solving innovator with a knack for thinking outside the box; Proficient at creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation; Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more; Demonstrated experience in designing customer experience process flows; Strong understanding of the Cloud Stack and SaaS products; Proficiency in developing custom apps and REST API-based integrations

Nice to have

Experience with guiding customers in organization change management (OCM) to improve technology adoption is highly desirable; Previous roles in Solution Architect or Domain Architect within ITIL oriented / ITSM systems are advantageous; Preferred, though not mandatory, background in Javascript and NodeJS; ITIL Certification; Knowledge of Project Management principals