Senior Solution Architect, Professional Services

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.
What you'll bring
Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery
Strong knowledge of IT Service Management (ITSM) and/or Enterprise Service Management (ESM), with experience in areas such as ITOM, ITAM, or ITIL practices.
Experience leading complex enterprise customer engagements from discovery and architecture through implementation and adoption.
Professional Services leadership experience, including leading or mentoring consultants and architects, managing complex customer portfolios, or developing consulting practices.
Demonstrated ability to advise C-suite executives and senior technical stakeholders on complex technology and transformation initiatives.
Experience helping customers navigate organizational change, process transformation, technology adoption, and stakeholder alignment.
Strong solution architecture skills across SaaS, cloud, enterprise integrations, APIs, workflows, and automation.
Ability to communicate complex technical decisions and trade-offs clearly to both executive and technical audiences.
ITIL certification or demonstrated ITIL/service-management expertise preferred.
Ability to travel 25% of the time for customer and internal meetings

Employment type
Full-time

Work arrangement
Hybrid