Lead - Business Systems Services

About the role

This role serves as the Solution Architect and strategic technical owner for the Customer Support technology ecosystem. The architect will partner closely with Customer Support Operations, Customer Experience (CX), Product, Engineering, and IT teams to design scalable, secure, and high-performing solutions across Freshdesk , customer support platforms, and enterprise integrations.

What you'll do

• Own the architecture and technical roadmap for Customer Support applications and related integrations
• Design scalable solutions across Freshdesk , knowledge management, chat, messaging, telephony, CRM, and enterprise applications
• Provide architectural guidance for platform configuration, automation, integrations, and customizations
• Design and govern integrations using REST APIs, webhooks, middleware, and event-driven architectures
• Establish best practices for application architecture, security, data governance, and platform scalability

What you need

• 7–12 yrs of experience
• CRM
• Customer service
• Freshdesk
• Zendesk
• Salesforce
• ServiceNow
• B.Sc or B.Tech or B.E. or BCA

Good to have

• ITIL
• REST APIs
• LLMs
• Data modelling