Solution Architect
Core
Senior technical SME acting as a trusted advisor to translate business requirements into scalable ITSM/ESM/ITOM solutions for customers during sales, delivery, and expansion phases.
Role type
Senior IC Solution Architect (Professional Services)
Builds
Custom Freshworks product solutions, architecture diagrams, integrations, and AI/automation implementations for enterprise customers.
Domain
IT Service Management (ITSM), Employee Experience (EX), Customer Experience (CX), SaaS, Cloud Stack.
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITSM/ESM/ITOM expertise, solution design, architecture diagramming, custom script development, REST API integrations, ERP/HRMS/IDAM landscape knowledge, change management guidance, negotiation, executive communication.
Preferred skills
ITIL certification, project management principles, JavaScript/NodeJS background.
Technologies
Freshworks suite, Cloud Stack, REST APIs, ERP systems, Accounting Systems, HRMS, IDAM.
Responsibilities
Collaborate with presales to devise implementation approaches; translate high-level solutions into detailed designs; configure, customize, and deploy Freshworks products; identify AI/automation opportunities; optimize processes; provide training and support; resolve technical issues; design third-party integrations; maintain technical documentation.
Seniority
Senior, hands-on IC
