Solution Architect

About the role

The serves as a senior technical Subject Matter Expert who owns the end-to-end solution vision for customer engagements. This role acts as a trusted advisor to both internal stakeholders and external client leadership during every phase of the customer lifecycle. The primary owner of translating ambiguous business problems into clear, scalable, and supportable technology solutions is the Solution Architect. They partner directly with Presales and Delivery teams to ensure commercial discussions are technically grounded and feasible. During implementation, this role becomes the key translator between business requirements and detailed system specifications. The Solution Architect is responsible for ensuring that deployed solutions remain aligned with evolving customer needs and industry best practices. Success is measured by the ability to scope opportunities accurately, surface risks early, and instill long-term confidence in the customer.

Key facts

What you'll do

Translate high-level business outcomes and executive sponsor requirements into detailed technical solution designs and implementation roadmaps.

Partner with Freshworks Presales teams to develop solution pitches, proof-of-concept strategies, and commercial narratives during the Sales cycle.

Engage directly with prospect leadership and functional owners to validate solution fit and co-create optimal implementation approaches.

Convert high-level sales-defined solutions into granular design specifications, workflows, and configuration blueprints for the Delivery team.

Design and deliver architecture diagrams, process maps, data-flow models, and integration schematics for complex enterprise landscapes.

Lead the technical discovery phase, identifying customer pain points, constraints, and success criteria before any implementation work begins.

Guide the implementation team on configuration best practices, automation workflows, and integration patterns for Freshworks products.

Identify and scope opportunities for AI and Automation capabilities that drive measurable business outcomes for prospects and customers.

Advise customers on data readiness, security, governance, and adoption prerequisites essential for successful AI deployment.

Collaborate with Product Management to provide customer feedback and influence the future roadmap of Freshworks products and features.

Own the creation of comprehensive technical documentation, including system configurations, integrations, and customizations.

Navigate complex organizational change management scenarios, guiding stakeholders through adoption challenges and resistance.

Build and maintain strong relationships with customer support agents and administrators to ensure smooth post-deployment operations.

Continuously monitor industry trends, competitive landscapes, and product updates to bring innovative thinking into client engagements.

Ensure all proposed solutions are technically feasible, supportable, and aligned with enterprise standards and governance.

Requirements

Candidates must possess a minimum of 10 years of professional experience within ITSM, ESM, ITOM, or ITAM domains.

A strong technical background is essential, including hands-on custom script development and prior presales experience.

You must be capable of reading complex situations involving several competing constraints and identifying solutions that serve both the customer and Freshworks.

Excellent listening and presentation skills are mandatory for influencing both technical and executive audiences.

You must have at least five years of direct experience working with functional and organizational leaders across internal and external environments.

The ability to handle ambiguity, manage objections, and negotiate conflicting requirements is a required skill set.

Experience guiding customers through organizational change management (OCM) initiatives to improve technology adoption is highly desirable.

You must be able to navigate difficult technical decisions and clearly communicate tradeoffs to executives, architects, administrators, and delivery teams.

A minimum of 7 years of Professional Services experience in the software industry, specifically within SaaS platforms, is required.

Previous roles as a Solution Architect or Domain Architect within ITIL-oriented or ITSM systems are advantageous and expected.

You must be a problem-solving innovator with a consistent knack for thinking outside the box and challenging the status quo.

Proficiency in creating architecture diagrams, process maps, data-flow diagrams, and clear, concise design documentation is mandatory.

Extensive expertise in enterprise landscapes across multiple domains is required. This includes ERP systems, Accounting Systems, HRMS, IDAM, and related enterprise tools.

Demonstrated experience in designing end-to-end customer experience process flows and journey maps is essential.

A strong understanding of the Cloud Stack, SaaS product architectures, and multi-tenant delivery models is required.

Proficiency in developing custom applications and building REST API-based integrations is a core requirement.

A background in AI and Automation solutioning, including familiarity with data pipelines, model governance, and operational ownership, is required.