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About the Role
As a Sales Engineer at Zendesk, you will play a vital role in shaping the next era of customer engagement. By partnering with customers and teams, you’ll design and showcase innovative solutions that address real-world challenges and unlock lasting value. Your expertise will help leading brands build powerful, people-first experiences driving measurable impact across every interaction.
Responsibilities
- Lead technical & business discovery & solution design, including discovery sessions to understand customer pain points and long term strategy, assess AI readiness, and design tailored, compliant demos, pilots, and proofs of concept.
- Architect AI-powered CX solutions, translating complex AI/ML capabilities into clear, outcome driven value stories.
- Build seamless integrations leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms.
- Partner with Sales, Product, Engineering, and Customer Success to co-create customer-centric solution strategies.
- Convert AI analytics and automation KPIs into actionable business insights.
- Collaborate with Customer Success to drive AI adoption through value realisation initiatives.
- Develop industry specific AI playbooks, stay current on CX, ES, and AI innovations, and represent Zendesk as a trusted thought leader.
Requirements
- 3+ years of presales or solutions consulting experience, or related experience in AI Solutions, SaaS, CX, or enterprise software environments.
- Strong understanding of web and scripting technologies and SaaS architectures.
- Hands-on experience designing and leading customer pilots, POCs (Proof of Concept), and AI-driven solution demonstrations.
- Knowledge of AI technologies such as LLMs, ChatGPT, NLP, MCP and automation frameworks.
- Familiarity with Customer Service software, ITSM, CCaas, Business Intelligence, Workforce Management, QA, or Integration middleware.
- Proven ability to translate technical capabilities into strategic business outcomes for senior stakeholders.
- Strong and engaging communication, presentation, and storytelling skills.
- Willingness and ability to travel as required.
Skills
- AI Solutions
- SaaS
- CX
- Enterprise software
- Web technologies
- Scripting technologies
- SaaS architectures
- AI/ML
- Chatbots
- Automation orchestration
- Predictive analytics
- Zendesk APIs
- Middleware
- Telephony systems
- Cloud platforms (AWS, Azure, GCP)
- AI analytics
- LLMs
- ChatGPT
- NLP
- MCP
- Automation frameworks
- Customer Service software
- ITSM
- CCaas
- Business Intelligence
- Workforce Management
- QA
- Integration middleware
Location
- Global
Work Type
- Hybrid
- Remote
Experience Level
- 3+ years
About the Company
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
- Zendesk believes in offering our people a fulfilling and inclusive experience.
- Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
- Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
- Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
- Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
- With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
Equal Opportunity
- As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
- Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
- Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
- We are an AA/EEO/Veterans/Disabled employer.
- If you are based in the United States and would like more information about your EEO rights under the law, please click here.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.
- If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
- We're aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com