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About the Role
As a Sales Engineer 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 strategies that drive operational excellence and customer growth.
Responsibilities
- Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos and proofs of value.
- Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities into clear, business-focused narratives for diverse audiences.
- Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution.
- Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms.
- Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap and influence future innovations.
- Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics to demonstrate ROI and inform continuous improvement.
- Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives.
- Stay Ahead of the Curve: Continuously build expertise in AI, automation, and evolving CX and ES technologies.
Requirements
- 5+ years of sales engineering experience in SaaS, CX, enterprise software environments, or equivalent experience.
- Strong knowledge of web/scripting technologies and SaaS architectures.
- Proven experience designing and executing customer pilots and proofs of concept.
- 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.
- Able to connect technical capabilities to strategic business impact.
- 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
- LLMs
- ChatGPT
- NLP
- MCP automation frameworks
- CCaaS
- Customer Service software
- ITSM
- Business Intelligence
- Workforce Management
- Integration & Middleware
- APIs
- Cloud platforms (AWS, Azure, GCP)
Location
- US
Work Type
- Hybrid
Experience Level
- 5+ years
Education Level
- Bachelor's degree or equivalent work experience
Salary/Compensations
- $148,000.00-$222,000.00 OTE
Benefits
- Bonus
- Benefits
- Related incentives
About the Company
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
- We power billions of conversations with brands you know and love.
- 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.
- 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.
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