Freshworks Implementation Specialist

Key Responsibilities

• End-to-end implementation of Freshservice, Freshdesk, and Freshsales Suite
• Customer requirement gathering, solution design, and business process consulting
• Configure workflows, automations, SLAs, business rules, forms, portals, and custom objects
• Build and customize Service Catalogs, Knowledge Bases, CRM pipelines, and ticketing workflows
• Conduct UAT, end-user training, and Go-Live support
• Troubleshoot production issues and provide post-implementation support.

Integration & Technical Expertise (Must Have)

• Design and implement integrations between Freshworks products and third-party applications
• Strong hands-on experience with REST APIs, Webhooks, OAuth, JSON, and API authentication
• Build custom integrations using Freshworks APIs, custom development, and middleware platforms
• Experience integrating Freshworks with ERP, CRM, HRMS, Telephony, Finance, Identity Management, Monitoring, and Collaboration platforms
• Develop custom solutions using the Freshworks Developer Platform (FDK) and Marketplace Apps
• Configure and implement Marketplace Apps to address customer-specific use cases
• Experience with orchestration and workflow platforms such as Zapier, Make, Pabbly Connect, Zoho Flow, Microsoft Power Automate, or similar tools
• Ability to design API orchestration for complex business processes involving multiple applications
• Knowledge of event-driven integrations using Webhooks and asynchronous workflows
• Experience troubleshooting API integrations, authentication issues, rate limits, and data synchronization challenges
• Familiarity with API testing tools such as Postman, Swagger/OpenAPI, and webhook debugging
• Ability to create scalable, secure, and reusable integration architectures based on customer requirements.

Preferred Skills

• Freshworks Certifications
• ITIL Foundation knowledge
• JavaScript/Node.js/Python or similar scripting experience
• SQL and data migration experience
• Strong analytical and problem-solving skills
• Excellent customer-facing communication and stakeholder management.