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Strong employer brand and metro location moderate candidate competition despite niche platform skills.
Requires Freshdesk/Zendesk/ServiceNow and integration expertise, so skills are less transferable across industries.
Explicit 7-12 years plus 5+ years platform-specific and integration requirements create strict shortlisting filters.
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Own and drive architecture and technical roadmap for Customer Support platforms, including Freshdesk and related enterprise integrations.
Design scalable, secure, and high-performing solutions for case management, omnichannel support, automation, integrations, and AI-enabled capabilities.
Lead architecture reviews, platform standardization, best practices in security, governance, and mentor technical teams on solution design and architecture standards.
7 - 12 years of IT experience with 5+ years in architecting or supporting enterprise Customer Support platforms.
Hands-on experience with Freshdesk is highly preferred; experience with Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar required.
Proven skills in integrations, REST APIs, middleware, automation workflows, and enterprise architecture.
Bachelor's degree in Computer Science, IT, Information Systems, or related field.
Experienced architect comfortable with both strategic leadership and hands-on technical design/configuration of enterprise customer support ecosystems.
Strong background in scalable, secure platform architecture with expertise in AI-enabled customer support solutions and automation.
Demonstrated ability to lead platform modernization, enterprise integrations, and influence cross-functional stakeholders in a complex, global support environment.