Freshworks Implementation Consultant

Emergys; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Health insurance

Professional development

Job summary

Emergys Corp. is seeking an experienced Freshworks Implementation Consultant to lead customer implementations of Freshservice, Freshdesk, and related modules. You will analyze requirements, configure systems, and enable customers across industries.

Responsibilities include designing workflows, automations, SLAs, and integrating with tools like Jira, MS Teams, Slack, and Azure DevOps. You will prepare docs and conduct user training during UAT and Go-Live.

Qualifications

• 4–7 years total IT experience with at least 2+ years on Freshworks products.
• Strong knowledge of ITSM/CRM processes and ITIL framework.
• Hands-on configuration/administration of Freshservice and Freshdesk.
• Understanding of APIs, automation rules, and webhook-based integrations.
• Excellent communication and client-facing skills.
• Freshservice or Freshdesk Expert certifications preferred.

Responsibilities

• Engage with customers to capture ITSM/CRM/CX requirements and map to Freshworks.
• Configure and customize Freshservice, Freshdesk, Freshchat, and Freshcaller.
• Design workflows, automations, SLAs, and approval processes.
• Integrate Freshworks with Jira, MS Teams, Slack, and Azure DevOps.
• Prepare documentation, user guides, and handover materials.
• Conduct user training and support during UAT and Go-Live.

Skills

Freshworks expertise

ITIL knowledge

APIs & webhooks

Customer engagement

Communication skills

Tools

Freshservice

Freshdesk

Freshchat

Freshcaller

Jira

MS Teams

Slack

Azure DevOps

Job description

We are looking for an experienced Freshworks Implementation Consultant to lead customer implementations for Freshservice, Freshdesk, and other Freshworks modules. The role involves requirement analysis, configuration, integration, and enablement for enterprise customers across industries.

Key Responsibilities:

• Engage with customers to capture ITSM/CRM/CX requirements and map them to Freshworks functionalities
• Configure and customize Freshservice, Freshdesk, Freshchat, and Freshcaller modules
• Design workflows, automations, SLAs, and approval processes
• Integrate Freshworks products with other tools (e.g., Jira, MS Teams, Slack, Azure DevOps)
• Prepare documentation, user guides, and handover materials
• Conduct user training and support during UAT and Go-Live

Required Skills:

• 4–7 years overall experience; at least 2+ years in Freshworks products
• Strong knowledge of ITSM/CRM processes and ITIL framework
• Hands-on experience in Freshservice / Freshdesk configuration and administration
• Understanding of APIs, automation rules, and webhook-based integrations
• Excellent communication and customer engagement skills
• Certifications: Freshservice or Freshdesk Expert preferred