Lead - Business Systems Services

Job Description We are looking for a seasoned Techno-Functional Candidate with deep domain expertise in Customer Success / Customer Support. As a Lead - Business Systems Services, you will be responsible for bridging the gap between business needs and technical solutions. You will collaborate with cross-functional teams to design scalable solutions, ensure seamless tool adoption, and deliver high-impact outcomes in the CX domain. Key Responsibilities Partner with CX business stakeholders to gather, understand, and document functional and technical requirements. Translate business needs into clear, actionable solution designs for product, engineering, and QA teams. Query, analyse, and interpret data to derive insights and inform strategic decisions. Work closely with developers and QA to validate and deploy solutions that meet stakeholder expectations. Lead or participate in requirement walkthroughs, sprint planning, and user acceptance testing (UAT). Create process maps, functional specifications, and data flow diagrams to support solution design. Configure CX applications (such as Freshdesk, Salesforce, or ServiceNow), create custom workflows, set up automations, and manage settings based on business needs. Design and implement integrations using webhooks, API calls, or third-party automation tools. Use tools like Postman to test APIs, validate payloads, troubleshoot errors, and support integrations. Drive continuous improvement initiatives across tools, workflows, and data pipelines. Maintain thorough documentation of all solutioning activities, configurations, and business decisions. Provide mentorship to junior team members and contribute to building a high-performance CX systems function. Qualifications 7-10 years of experience in techno-functional roles supporting Customer Success / Support / CRM / ITSM domains. Strong business analysis and stakeholder engagement skills; proven a