Position Description:
At CGI, we help clients unlock the power of technology to transform their businesses. As a Freshworks Solution Architect, you will define and deliver architectures that enable organisations to reimagine service management and customer engagement. You will lead solution design, shape integration strategies, and ensure innovative, scalable platforms that drive long-term business value. Working closely with clients and CGI teams, you’ll have the opportunity to influence strategy, bring creative solutions to complex challenges, and thrive in a collaborative environment where your expertise and vision are supported.
CGI was recognised in the Sunday Times Best Places to Work List and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.
Your future duties and responsibilities:
In this role, you will take ownership of the end-to-end design and delivery of Freshworks solutions. You will define architectures that cover workflows, automations, integrations, and platform configurations, ensuring alignment with both business outcomes and technical feasibility.
You will collaborate directly with clients and internal teams to translate requirements into scalable solutions, provide technical leadership across project lifecycles, and bring forward innovative ideas to keep solutions future-ready. By guiding delivery teams and ensuring architectural integrity, you will play a central role in achieving client success and measurable transformation.
Key responsibilities:
Architect & Define: Shape end-to-end Freshworks architectures, integrations, and workflows.
Lead & Influence: Act as the solution authority across Freshservice, Freshdesk, and related modules.
Collaborate & Translate: Partner with clients and consultants to align technical build with business goals.
Mentor & Guide: Provide architectural direction and coaching to developers and technical leads.
Assure & Optimise: Oversee scalability, quality, and documentation of solution delivery.
Plan & Strategise: Contribute to feasibility, estimation, and solution roadmaps.
Innovate & Advise: Stay ahead of product and industry trends to recommend future-facing solutions.
Required qualifications to be successful in this role:
To succeed in this role, you should bring strong experience in ITSM/CRM solution architecture, with proven expertise in Freshworks platforms. Your ability to balance technical depth with client-facing leadership will enable you to design solutions that are both innovative and practical.
Essential qualifications:
Strong background in ITSM/CRM architecture and solution design.
Proven expertise with Freshworks platforms, including Freshservice and Freshdesk.
Deep understanding of ITIL processes and service management practices.
Experience guiding delivery teams or providing architectural oversight.
Excellent communication, problem-solving, and analytical skills.
Preferred qualifications:
Freshworks certifications (Architect, Specialist, or Developer).
ITIL Intermediate or Managing Professional certification.
Knowledge of ServiceNow, Salesforce, or Jira Service Management.
Familiarity with DevOps, CI/CD, and automation frameworks.
#LI-LH
Skills:
1. Leadership
2. Process Management
3. Technical Architecture
4. Workflow