Business Systems Architect

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

We are seeking a dynamic and experienced Business Systems Services - Manager (IC4) to join our India team and drive end-to-end Order to Cash (O2C) systems excellence. In this high-impact role, you will partner with Finance, Sales, Customer Experience, Taxation and  Revenue Accounting to enhance and scale our billing, collections, and revenue recognition platforms. You’ll be instrumental in advancing system integrations, ensuring compliance, and fostering operational efficiency across our O2C ecosystem.

Responsibilities

• Deep hands-on experience with O2C tools, including NetSuite, Chargebee, Zuora,  Stripe, Avalara, and related platforms.

• Lead the design, enhancement, and execution of the O2C systems roadmap, aligning with Finance, Sales, and GTM strategies.

• Collaborate with Billing Operations, Revenue Operations and IT Systems to optimise billing processes and revenue recognition

• Design and maintain scalable billing architecture supporting complex subscription models, pricing tiers, and global compliance requirements

• Architect and manage seamless integrations between Salesforce, NetSuite, Chargebee, Zuora, CPQ and other O2C systems.

• Expertise in articulating integration and migration strategies, ensuring data consistency and integrity across integrated platforms.

• Experience in analyzing business problems and defining solutions that involve API integration, including understanding API endpoints, requests, and expected responses.

• Enhance operational workflows—order processing, invoicing, cash reconciliation, collections, dunning management and revenue recognition—for efficiency and accuracy.

• Define, track, and optimise key O2C performance metrics, including billing accuracy, invoice turnaround time, and DSO.

• Ensure full SOX compliance across O2C systems, maintaining robust controls, documentation, and audit readiness.

• Conduct vendor reviews and streamline O2C tools to eliminate redundancy and improve system capabilities.

 

• 7+ years of experience leading business systems, product, or operational initiatives—specifically in ERP, financial systems, or fintech.

• Demonstrated expertise in Order-to-Cash and revenue operations, ideally within a SaaS or subscription context.

• Hands-on experience with platforms like NetSuite, Stripe, and Avalara.

• Solid track record in SOX compliance and audit preparation within billing and revenue workflows.

• Strong background in driving workflow automation and system integrations at scale.

• Exceptional analytical, problem-solving, and data-driven decision-making skills.

• Excellent communication and stakeholder management capabilities.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.