Senior Solution Architect, Professional Services

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

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

Job Description

The Senior Solution Architect is a senior customer-facing role within Freshworks Professional Services (FPS), combining solution architecture, executive consulting, and Professional Services leadership across the Americas.

You’ll serve as a trusted advisor to customer executives and technical leaders throughout the customer lifecycle—from solution design and implementation through adoption, optimization, and expansion. You’ll help customers not only design the right technical solutions, but also navigate the process and organizational changes required to successfully adopt technology and achieve measurable business outcomes.

Internally, you’ll be a senior voice within the Americas Professional Services organization, helping elevate consulting practices, mentor technical talent, manage complex customer portfolio risks, and strengthen collaboration across Sales, Solution Engineering, Customer Success, Support, and Product/Engineering.

What You’ll do

• Serve as a trusted advisor to CIOs, CTOs, business executives, and senior technical stakeholders, connecting technology decisions to business outcomes.
• Lead discovery and solution architecture engagements, translating customer objectives into scalable technical designs and implementation strategies.
• Guide customers through organizational change, including technology adoption, process transformation, stakeholder alignment, governance, and evolving ways of working.
• Provide technical and consulting leadership throughout implementation, helping teams navigate complex architecture decisions, delivery risks, and customer escalations.
• Partner with Sales and Solution Engineering to ensure opportunities are accurately scoped, technically feasible, and positioned for successful delivery.
• Create architecture diagrams, process flows, integration designs, and other technical documentation to guide implementation teams.
• Identify opportunities to optimize and expand deployed solutions as customer needs and organizations evolve.
• Advise customers on AI, automation, and agentic capabilities, including the data, governance, security, adoption, and operational considerations required for successful deployment.
• Mentor architects and consultants and help establish Professional Services best practices across the Americas.
• Serve as a senior escalation point for complex customer engagements, partnering across Professional Services, Sales, Customer Success, Support, and Product/Engineering.