Freshworks: Senior Solution Architect, Professional Services — Boston, MA, United States

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Senior Solution Architect, Professional Services in Boston, MA, United States, under reference P102954. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 24 September 2026
• Brands: Freshworks

Responsibilities and work described

• 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
• Serve as a trusted advisor to CIOs, CTOs, business executives, and senior technical stakeholders, connecting technology decisions to business outcomes
• Leadership: discovery and solution architecture engagements, translating customer objectives into scalable technical designs and implementation strategies
• Technical guidance: customers through organizational change, including technology adoption, process transformation, stakeholder alignment, governance, and evolving ways of working
• Delivery: 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

Essential requirements and candidate background

• What you'll bring
• Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery
• Knowledge: 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
• 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
• Solution architecture skills across SaaS, cloud, enterprise integrations, APIs, workflows, and automation
• Communicate complex technical decisions and trade-offs clearly to both executive and technical audiences
• Travel 25% of the time for customer and internal meetings

Preferred experience and additional strengths

• ITIL certification or demonstrated ITIL/service-management expertise preferred

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• The annual salary range for this position is $115,700 – $166,400 USD + Commissions
• Work arrangement: Hybrid
• Advertised location: Boston, MA, United States

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Senior Solution Architect, Professional Services vacancy is not an offer for reference P102954; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P102954.

Compare your qualifications and experience with the essential conditions for the Boston, MA, United States position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: AI

An AI-related example should make the task and evaluation explicit. Explain the inputs, the system’s intended output and how you checked errors, usefulness or reliability, rather than relying on the model name alone.

Relevant skills

• APIs
• AI/ML
• AI
• sales
• technical documentation
• stakeholder management