Lead - Business Systems Services
Core
Solution Architect and strategic technical owner for the Customer Support technology ecosystem, designing scalable solutions across Freshdesk, Zendesk, Salesforce Service Cloud, and ServiceNow.
Role type
Manager-equivalent Individual Contributor Solution Architect
Builds
Scalable customer support platforms, integrations, automation workflows, and AI capabilities for enterprise clients.
Domain
Customer Experience (CX) / Enterprise Service Management / IT Solutions
Deliverable
production ML models | product features | infrastructure
Required skills
Enterprise Customer Support platform architecture, REST APIs and middleware, workflow automation, AI/Generative AI implementation, omnichannel support design, data governance, complex troubleshooting
Preferred skills
Freshdesk implementation leadership, ServiceNow CSM, Salesforce Service Cloud, integration platforms (Workato, MuleSoft, Boomi), ITIL practices
Technologies
Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow CSM, REST APIs, Webhooks, Workato, MuleSoft, Boomi, Generative AI
Responsibilities
Own architecture and technical roadmap for Customer Support applications, design scalable solutions across platforms and integrations, govern integrations using APIs and event-driven architectures, establish best practices for security and scalability, lead architecture reviews for migrations and transformations, drive platform standardization and reduce technical debt, evaluate and implement AI capabilities, mentor technical teams
Seniority
Senior, hands-on IC with architectural leadership
