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.