Lead - Business Systems Services

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. The ideal candidate brings deep experience with one or more leading customer support platforms such as Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar enterprise service management solutions, along with strong expertise in integrations, automation, AI, and enterprise architecture. As a Manager-equivalent Individual Contributor, this role provides architectural leadership while remaining hands-on in solution design, platform configuration, integrations, automation, and complex technical problem-solving.