Lead - Business Systems Services

Company Description

Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for a hands-on Specialist, Business Systems with a strong techno-functional background to support and enhance our Customer Experience (CX) and CRM application landscape. The ideal candidate should be equally comfortable configuring business applications, troubleshooting complex issues, and working with APIs, integrations, automation, and AI-assisted solutions to deliver scalable business outcomes.

Key Responsibilities

• Configure, administer, and enhance enterprise applications such as Salesforce, Freshdesk, ChurnZero, Mavenlink, and other CX platforms.
• Serve as the technical escalation point for complex application and integration issues.
• Partner with business stakeholders to understand requirements and translate them into scalable technical solutions.
• Build and maintain integrations using REST APIs and lightweight scripting (Python preferred).
• Design and implement automation using low-code/no-code capabilities, platform-native tools, and AI-powered workflows where appropriate.
• Leverage Generative AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) to accelerate solution design, documentation, scripting, troubleshooting, knowledge management, and process optimization.
• Evaluate, prototype, and implement AI capabilities within enterprise platforms, including AI assistants, intelligent workflows, summarization, case management, and productivity enhancements.
• Manage release cycles, deployments, and sandbox refreshes following best practices.
• Monitor application health, integrations, automation, and AI-driven workflows to ensure reliability and performance.
• Evaluate new platform features, AI innovations, and emerging technologies, recommending opportunities for adoption and continuous improvement.
• Identify and drive improvements across workflows, automations, integrations, and AI-enabled business processes.
• Document solution designs, configurations, integrations, AI use cases, and technical implementations.

Qualifications

• 7+ years of experience administering and enhancing enterprise business applications.
• Strong techno-functional expertise with Salesforce and CX applications such as Freshdesk, Zendesk, or similar platforms.
• Experience working with REST APIs, integrations, and basic scripting (Python preferred).
• 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 improve productivity, automate repetitive tasks, and support solution development.
• Understanding of AI concepts such as prompt engineering, retrieval-augmented workflows, AI agents, or enterprise AI integrations is highly desirable.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Bachelor's degree in Computer Science, Information Systems, or a related discipline.

Preferred Skills

• 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) is an advantage.
• Experience working in Agile delivery environments and leading cross-functional initiatives.
• Curiosity for evaluating emerging AI technologies and identifying practical use cases that improve business processes, customer experience, and operational efficiency.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.