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About the Role
As a Senior Solutions Consultant at Zendesk, you will be at the forefront of transforming how leading brands leverage Zendesk’s AI-powered platform. You will act as a trusted advisor and technical thought leader, navigating complex customer challenges and architecting innovative, scalable solutions that drive operational excellence and customer growth.
Responsibilities
- Lead technical and business discovery sessions to understand customer challenges and perform AI readiness assessments.
- Design tailored demos and proofs of value that demonstrate Zendesk’s differentiated value.
- Architect AI-driven CX and ES solutions, translating advanced AI/ML capabilities into business-focused narratives.
- Own the end-to-end technical engagement throughout the sales cycle, ensuring solutions align with customer goals and compliance standards.
- Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms.
- Collaborate cross-functionally to align customer needs with Zendesk’s product roadmap and influence future innovations.
- Utilize Zendesk analytics and AI performance metrics to demonstrate ROI and inform continuous improvement.
- Champion AI adoption through value realization initiatives and promotion of new AI capabilities.
- Continuously build expertise in AI, automation, and evolving CX and ES technologies, sharing insights to position Zendesk as a market thought leader.
Requirements
- 5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software environments, or equivalent.
- Strong knowledge of web/scripting technologies and SaaS architectures.
- Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value.
- Deep understanding of AI technologies (LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical applications in CX.
- Expertise in one or more of the following domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
- Strong analytical and storytelling abilities, connecting technical capabilities to strategic business impact.
- Demonstrable domain expertise in one or more Vertical Industries.
- Excellent interpersonal, communication, presentation, and writing skills.
- Bachelor’s degree or equivalent work experience (graduate degree a plus).
- Willingness and ability to travel as required.
Skills
- AI
- Automation
- CX
- ES
- SaaS
- API
- Middleware
- Telephony systems
- Cloud platforms (AWS, Azure, GCP)
- LLMs
- ChatGPT
- NLP
- MCP automation frameworks
- CCaaS
- Customer Service software
- ITSM
- Business Intelligence
- Workforce Management
- Integration
- Analytics
- Communication
- Presentation
- Writing
Location
- United States
Work Type
- Hybrid
- Remote
Experience Level
- Senior
Education Level
- Bachelor's degree or equivalent work experience
Salary/Compensations
- $188,000.00-$282,000.00 OTE
Benefits
- Bonus
- Incentives
About the Company
- Zendesk is revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES) with its unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service, powering billions of conversations with brands worldwide.
- Zendesk believes in offering its people a fulfilling and inclusive experience through a hybrid way of working, enabling purposeful in-person collaboration and flexibility for remote work.
- Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections, unlocking the power of billions of interactions to build rich, meaningful relationships.
Equal Opportunity
- 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.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.