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Salary: USD 115,700 - 166,400 / annual
Freshworks is seeking a Senior Solution Architect for its Professional Services organization, based in Boston. This is a senior customer-facing role combining solution architecture, executive consulting, and Professional Services leadership across the Americas.
You will serve as a trusted advisor to customer executives and technical leaders throughout their lifecycle—from solution design and implementation through adoption, optimization, and expansion. You'll help customers design the right technical solutions while navigating the organizational and process changes required for successful technology adoption and measurable business outcomes.
Internally, you'll be a senior voice within the Americas Professional Services organization, elevating consulting practices, mentoring technical talent, managing complex customer portfolio risks, and strengthening collaboration across Sales, Solution Engineering, Customer Success, Support, and Product/Engineering.
Key responsibilities include:
- Serving as a trusted advisor to CIOs, CTOs, business executives, and senior technical stakeholders, connecting technology decisions to business outcomes
- Leading discovery and solution architecture engagements, translating customer objectives into scalable technical designs and implementation strategies
- Guiding customers through organizational change, including technology adoption, process transformation, stakeholder alignment, and governance
- Providing technical and consulting leadership throughout implementation, managing complex architecture decisions, delivery risks, and escalations
- Partnering with Sales and Solution Engineering to ensure opportunities are accurately scoped and positioned for successful delivery
- Creating architecture diagrams, process flows, integration designs, and technical documentation
- Identifying opportunities to optimize and expand deployed solutions
- Advising customers on AI, automation, and agentic capabilities, including data, governance, security, adoption, and operational considerations
- Mentoring architects and consultants, establishing Professional Services best practices across the Americas
- Serving as a senior escalation point for complex customer engagements
Requirements:
- 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 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
