Opportunity at
FreshworksSenior Solution Architect, Professional Services
This senior solution architect post belongs to Freshworks Professional Services (FPS), a customer-facing team in the Americas that blends architecture design, executive advisory work and services…
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About This Role
This senior solution architect post belongs to Freshworks Professional Services (FPS), a customer-facing team in the Americas that blends architecture design, executive advisory work and services management. The architect acts as a trusted counselor to customer leaders across the full relationship, from designing and deploying a solution through to adoption, improvement and growth. Beyond technical design, the role helps clients handle the staffing, process and governance changes that make a…
Job Description
This senior solution architect post belongs to Freshworks Professional Services (FPS), a customer-facing team in the Americas that blends architecture design, executive advisory work and services management. The architect acts as a trusted counselor to customer leaders across the full relationship, from designing and deploying a solution through to adoption, improvement and growth. Beyond technical design, the role helps clients handle the staffing, process and governance changes that make a rollout pay off.
Within the Americas services group, the architect leads discovery and architecture projects, guides technical and consulting work during build-outs, and takes on difficult design calls, delivery hazards and escalations. The role coordinates with account and presales teams to make sure deals are sized realistically and can actually be delivered. Creating architecture drawings, process maps and integration blueprints is routine, as is advising customers on AI, automation and autonomous agents, covering data, oversight, security and running considerations. The architect also coaches other architects and consultants, helps set services practices, and acts as the senior point of escalation across services, sales, success, support and product groups.
Applicants need a substantial record in services delivery, tech consulting, architecture work or enterprise SaaS implementations, along with working knowledge of IT and enterprise service management, including IT operations management, IT asset management or ITIL practices. A record of running large enterprise engagements from discovery to adoption, leading or coaching consultants, and advising top executives on transformation is expected. Travel is roughly a quarter of the time for client and internal meetings. ITIL certification is a plus. Base pay runs $160,000 to $230,000 USD plus commissions.
Responsibilities
- Advise CIOs, CTOs and business leaders, linking technology choices to business results.
- Run discovery and architecture work that converts customer goals into scalable technical plans.
- Help customers through organizational change, including adoption, process redesign, alignment and governance.
- Offer technical and consulting guidance through implementation, including risks and escalations.
- Work alongside account and presales staff so scope is realistic and deliverable.
- Produce architecture diagrams, process maps and integration documentation.
- Spot ways to improve and widen live deployments.
- Advise on AI, automation and agent capabilities, including data, oversight, security and operations.
- Coach architects and consultants and help set services standards across the Americas.
- Act as the senior escalation point for complex engagements.
Requirements
- Substantial record in services work, consulting, architecture or SaaS implementation for enterprises.
- Strong ITSM and/or ESM knowledge, including ITOM, ITAM or ITIL practices.
- Track record of leading complicated enterprise engagements end to end.
- Ability to counsel C-suite and senior technical leaders on complex transformation programs.
- Solid architecture background covering SaaS platforms, cloud, integration layers, APIs, workflow tooling and automation.
- Ability to explain technical choices and trade-offs to both executive and engineering audiences.
Qualifications
- Services leadership: leading consultants, running large customer portfolios or building consulting practices.
- ITIL certification or demonstrable service-management expertise is preferred.
- Willingness to travel about a quarter of the time.
Core Skills
Benefits
- Health options covering dental, medical and vision care, plus disability and life policies.
- Equity, an employee stock purchase plan, flexible PTO and spending accounts, commuter perks and wellness support.
- Adoption and parental leave.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role based?
The posting covers the Americas and does not name a single city. The listing is marked as on-site.
How much travel is involved?
Roughly a quarter of the working time involves travel, according to the posting's 25 percent figure.
What is the salary?
The salary range is $160,000 to $230,000 USD, plus commissions.
What experience is required?
The posting wants a substantial record in services work, consulting, architecture or SaaS delivery, and gives no year count.
How do I apply?
The posting does not describe an application process.
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