Senior Solutions Consultant

Overview

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We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service  rapid innovation and AI leadership have earned the trust of thousands of forward-thinking businesses.

• 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 that 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.

• 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

• 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.

The intelligent heart of customer experience

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…