Specialist- Solution Consultant

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that

promise to simplify their lives. To create 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.

About the Role

We are looking for a techno-functional Solution Consultant to join our AI team within Professional Services. This role sits at the intersection of customer engagement, AI solutioning, and implementation.

You will work closely with global customers to design, implement, and optimize AI-driven chatbot and Copilot solutions, while acting as a trusted advisor throughout the customer journey.

This is an ideal role for candidates with a pre-sales, solution consulting, or customer-facing background who also possess strong technical aptitude.

Key Responsibilities

• Engage with global customers to understand business requirements and translate them into scalable, outcome-driven AI solutions
• Conduct discovery workshops, product demonstrations, and solution design discussions
• Drive AI adoption initiatives by enabling and supporting the use of Freddy AI Copilot
• Design, configure  and deliver AI-powered solutions, including chatbots, automated workflows, and Copilot experiences
• Support customers throughout implementation, go-live, and post-deployment phases
• Troubleshoot technical and functional issues to ensure successful solution delivery
• Drive customer adoption and value realization through continuous optimization and AI enablement

Must Have Skills

• Experience in customer-facing roles such as Pre-sales, Solution Consulting, Implementation, or Customer Success
• Strong understanding of APIs and system integrations
• Basic working knowledge of Python and JavaScript
• Experience working with SaaS products and a solid understanding of SaaS business models and workflows
• Experience implementing conversational AI solutions, chatbot frameworks, and business process automation workflows
• Excellent communication skills, with the ability to engage effectively with international customers
• Strong problem-solving skills with a solution-oriented mindset
• Ability to interpret analytics and performance metrics to drive solution improvements
• Experience with SaaS product implementation lifecycle and customer onboarding processes

Good to Have

• Familiarity with Generative AI concepts and experience with AI copilots (e.g., Freddy AI Copilot or similar tools)
• Understanding of REST APIs, webhooks, and JSON structures
• Exposure to low-code / no-code platforms for building automation and workflows
• Basic knowledge of prompt design and AI response optimization
• Familiarity with CRM, customer support, or CX platforms (e.g., chat, ticketing, or engagement tools)
• Understanding of integration patterns and middleware concepts
• Experience working in cross-functional teams (product, engineering, customer success)
• Strong documentation and presentation skills for solution proposals and knowledge sharing

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.