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About the Role
As a Senior Sales Engineer at Zendesk, you will be a trusted advisor and technical thought leader, transforming how leading brands leverage Zendesk’s AI-powered platform. You will architect innovative, scalable solutions to meet complex customer challenges, driving 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 that demonstrate Zendesk’s differentiated 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, ensuring solutions align with customer goals and compliance standards.
- 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, sharing insights that position Zendesk as a market thought leader.
Requirements
- 5+ years of presales or solutions consulting 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 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.
- 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
- Web/scripting technologies
- SaaS architectures
Location
- US
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- 5+ years
Education Level
- Bachelor's degree or equivalent work experience
- Graduate degree a plus
Salary/Compensations
- $226,000.00-$338,000.00 OTE (On Target Earnings)
- Pay mix of 80/20 (base/commission)
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.
- Zendesk believes in offering our people a fulfilling and inclusive experience.
- Our hybrid way of working enables us to purposefully come together in person to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
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.
- 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.