Lead - Business Systems Services

About the role

Freshworks seeks a hands-on Business Systems Specialist to enhance and support its Customer Experience (CX) and CRM applications. This role involves configuring business tools, resolving complex issues, and integrating solutions with APIs, automation, and AI for scalable business outcomes.

Key facts

What you'll do

• Configure, manage, and improve enterprise applications like Salesforce, Freshdesk, ChurnZero, and Mavenlink, along with other CX platforms.
• Act as the primary technical point for resolving intricate application and integration problems.
• Collaborate with business teams to understand needs and translate them into scalable technical designs.
• Develop and maintain integrations using REST APIs and light scripting, preferably Python.
• Design and implement automation using low-code/no-code tools, native platform features, and AI-powered workflows as appropriate.
• Utilize Generative AI tools such as Claude, ChatGPT, Microsoft Copilot, and Gemini to speed up solution design, documentation, scripting, troubleshooting, knowledge management, and process optimization.
• Evaluate, prototype, and deploy AI capabilities within enterprise platforms, including AI assistants, smart workflows, summarization, case management, and productivity enhancements.
• Oversee release cycles, deployments, and sandbox refreshes following established best practices.
• Monitor the health of applications, integrations, automation, and AI-driven workflows to ensure reliability and performance.
• Assess new platform features, AI innovations, and emerging technologies, recommending adoption for continuous improvement.
• Identify and drive enhancements across workflows, automations, integrations, and AI-enabled business processes.
• Document solution designs, configurations, integrations, AI use cases, and technical implementations.

Requirements

• 7+ years of experience managing and improving enterprise business applications.
• Strong technical and functional expertise with Salesforce and CX applications like Freshdesk or Zendesk.
• Experience with REST APIs, integrations, and basic scripting, with a preference for Python.
• Hands-on experience with workflows, automations, SOQL, declarative automation, and platform configuration.
• Experience using Generative AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) to boost productivity, automate tasks, and support solution development.
• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication and stakeholder management skills.

Nice to have

• Experience with customer success, support, or PSA platforms such as ChurnZero, Freshdesk, and Mavenlink.
• Familiarity with integration platforms, automation tools, and enterprise application architecture.
• Experience integrating enterprise applications with AI services or LLM APIs (e.g., Anthropic Claude, OpenAI, Azure OpenAI, Google Vertex AI).
• Experience working in Agile delivery environments and leading cross-functional projects.
• Curiosity for evaluating emerging AI technologies and identifying practical use cases that improve business processes, customer experience, and operational efficiency.
• Understanding of AI concepts such as prompt engineering, retrieval-augmented workflows, AI agents, or enterprise AI integrations.

Skills & tools

• Salesforce
• Freshdesk
• ChurnZero
• Mavenlink
• Zendesk
• REST APIs
• Python
• SOQL
• Claude
• ChatGPT
• Microsoft Copilot
• Gemini
• Anthropic Claude
• OpenAI
• Azure OpenAI
• Google Vertex AI