Job Description
At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.
We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. Our rapid innovation and AI leadership have earned the trust of thousands of forward-thinking businesses.
As a Senior Solutions Consultant you’ll be at the forefront of transforming how leading brands leverage Zendesk’s AI-powered platform. As a trusted advisor and technical thought leader, you’ll take the lead in navigating complex customer challenges. Delivering innovative, scalable solutions that turn ambitious goals into measurable results. Working closely with Sales, Product, Engineering, and Customer Success, you’ll architect strategies that drive operational excellence, empower customer growth, and set new standards for service in a rapidly evolving landscape.
What You’ll Be Doing:
* 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 (such as automation, conversational bots, predictive analytics, and orchestration)into clear, business-focused narratives for diverse audiences from IT to the C-suite.
* Drive technical strategy through the sales cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution., Ensuring each solution aligns with customer goals and compliance standards.
* Integrate & scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
* Collaborate & influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
* Measure & optimise impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
* Champion AI adoption: Collaborate with Customer Success to drive AI adoption through value realisation initiatives and continued promotion of new AI capabilities.
* Stay ahead of the curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.
What You Bring:
* 5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
* 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. 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.
Who You Are:
* Strategic & consultative: You think beyond features. Framing solutions around measurable customer outcomes.
* Technically fluent: You have a deep curiosity for how AI and automation are reshaping customer experience.
* Collaborative influencer: You work seamlessly across functions, aligning teams and earning stakeholder trust.
* Customer-obsessed: You listen deeply, empathise authentically, and design with the customer at the centre.
* Analytical storyteller: You turn data and metrics into compelling business insights.
* Innovative problem solver: You approach challenges creatively leveraging technology to unlock new opportunities and value.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.