Sr. Solution Architect (SA)
Core
Senior technical leader and trusted advisor for Freshworks Professional Services in the Americas, translating business requirements into scalable ITSM/ESM/ITOM solutions across Sales, Delivery, and Expansion phases.
Role type
Senior Solution Architect (Americas Technical Lead)
Builds
Scalable ITSM/ESM/ITOM solutions, custom Freshworks product configurations, AI/automation integrations, and enterprise-wide process optimizations.
Domain
SaaS Professional Services, IT Service Management (ITSM), Enterprise IT Operations (ITOM), and Change Management.
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM/ESM/ITOM domain expertise, solution architecture design, stakeholder management, risk management, process optimization, AI/automation strategy, integration design, technical documentation, change management guidance.
Preferred skills
ITIL certification, project management principles, mentoring technical talent, navigating complex technical tradeoffs.
Technologies
Freshworks suite, ERP systems, Accounting Systems, HRMS, IDAM, Cloud Stack, REST APIs, Javascript, NodeJS.
Responsibilities
Lead the Americas Technical team in consulting and best practices; translate high-level sales solutions into detailed technical designs; configure and deploy Freshworks products including workflows and integrations; advise on AI/automation opportunities and data governance; act as primary escalation contact for major initiatives; develop architecture diagrams and technical documentation; troubleshoot implementation issues with Product/Engineering teams.
Seniority
Senior, hands-on IC with leadership responsibilities
