Lead - Business Systems Services
On-siteChennai, Tamil Nadu, India
Job Summary
Own the architecture and technical roadmap for Customer Support applications and related integrations across Freshdesk, Zendesk, Salesforce Service Cloud, and ServiceNow. Design scalable solutions for omnichannel support, knowledge management, and enterprise integrations using REST APIs, webhooks, and event-driven architectures. Provide architectural guidance for platform configuration, automation, and AI implementation including intelligent routing and virtual agents. Lead architecture reviews for major implementations, migrations, and transformation initiatives while establishing best practices for security and data governance. Partner with stakeholder teams to identify automation opportunities and mentor administrators on architecture standards. This role serves as a Manager-equivalent Individual Contributor with 7-12 years of experience, reporting to the Customer Support technology ecosystem.
Required Qualifications
- 7 - 12 years of IT experience
- 5+ years supporting or architecting enterprise Customer Support platforms
- Proven experience designing and implementing enterprise customer support solutions
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field
Desired Qualifications
- Hands-on experience with Freshdesk
- Experience with Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar platforms
- Experience with enterprise integrations, APIs, middleware, and workflow automation
- Experience implementing AI-enabled customer support capabilities
- Experience supporting global Customer Support or Customer Experience organizations
- Experience leading Freshdesk implementations, migrations, or platform modernization initiatives
- Familiarity with ITIL practices and Service Operations
- Experience with integration platforms such as Workato, MuleSoft, Boomi, or similar technologies
- Experience evaluating and implementing AI solutions that improve customer support operations and agent productivity
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