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The AI Services Consultant at Zendesk, within the Professional Services team, acts as the technical and product expert for the AI-powered Resolution Platform, helping customers implement and adopt AI to deliver quick time-to-value through effective configuration and optimization. Its mission is to provide technical solutions, remove roadblocks, and serve as a trusted advisor, guiding customers through complex configurations to drive transformative business outcomes with strong consulting and project management. The overarching objective is to accelerate customers’ time-to-value by driving adoption and operational excellence of Zendesk AI solutions, acting as the customer’s AI technical expert and leading end-to-end delivery with clear scope, timelines, and stakeholder alignment. Key responsibilities include providing technical expertise and guidance, facilitating change management and training, ensuring successful project delivery and high customer satisfaction, and collaborating cross-functionally with Customer Success and Sales to align the AI roadmap and remove blockers, all while delivering solutions that measurably improve business outcomes. Required qualifications include 5+ years in consulting/professional services and enterprise SaaS go-to-market or customer-facing roles, experience using adoption and health analytics to forecast churn and expansion, ability to design and execute success plans, a Bachelor’s degree (advanced degrees or AI/project-management certifications preferred), strong program management and cross-functional influence, and familiarity with emerging AI trends; Zendesk emphasizes a hybrid work environment and is an AA/EEO/Veterans/Disabled employer that may use AI screening tools, with commitments to diversity, equity, and inclusion.

The Senior Engagement Manager at Zendesk leads and delivers the most complex, high-value client projects, acting as the primary liaison with stakeholders including C-suite and driving outcomes through strategic thinking, innovative delivery methods, and ongoing methodology improvement. Key duties include managing end-to-end project delivery, risk management, strategic oversight, cross-functional collaboration, mentoring junior staff, and supporting business development through proposals, contract negotiations, and sales opportunities. The role requires 5+ years in client-facing consultancy/professional services with proven leadership, strong communication and analytical skills, proficiency with PM software and CRM, a bachelor's (master's preferred), experience with various contract types (FF, T&M, FFM, FTE), and bilingual English/Spanish; travel up to 25%. Preferred qualifications include project management certifications (PMP, PRINCE2, SAFE, SCRUM), SaaS implementation experience, ability to work under pressure, knowledge of AI models/workflows, and a track record of managing profitable project portfolios. Zendesk emphasizes inclusivity, hybrid work, and accessibility, encouraging applications from people with disabilities, disclosing potential AI screening, and committing to equal opportunity and DEI initiatives.

Zendesk is looking for an exceptional Zendesk Consultant to join the CX Accelerator Team, capable of hands-on Zendesk configuration and delivering innovative solutions in a startup-like, agile environment with 4-6 week client engagements and travel as needed. The consultant will drive customer experience transformations through optimized Zendesk implementations, engaging with clients to understand objectives, leading discovery, and providing actionable guidance on best practices, including opportunities to integrate Zendesk with existing systems. Responsibilities include end-to-end project management across engagements, timely delivery, regular client and internal communications, conducting training and enablement sessions, and developing documentation to support client self-sufficiency. Requirements include extensive hands-on Zendesk configuration expertise and SME knowledge of Zendesk AI products, strong understanding of customer support operations and CRM systems, fluency in English, Portuguese, and Spanish, and experience in agile/startup-like environments, plus travel flexibility and strong communication, relationship-building, problem-solving, and adaptability. Zendesk emphasizes a hybrid work model, equality and inclusion, potential AI screening, and accommodation support for applicants, as part of its AA/EEO/Veterans/Disabled employment commitments.

Zendesk’s AI Success Strategist leads end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies and driving adoption from initial deployment through scale, with success measured by customer satisfaction, increased automated resolution usage, and improved retention. You’ll own the AI roadmap, serve as the design authority for deployments, partner with executives on a long-term AI vision, and align Product, Services, Sales, and Partners to deliver scalable programs that protect renewals and drive growth. You’ll lead structured discovery and success-planning engagements, create measurable playbooks and milestones early in the lifecycle, and use data-driven insights to track adoption, quantify impact, and forecast retention and expansion. Qualifications include 10+ years in Customer Success/Experience with 2+ years of AI experience, fluency in English and Spanish, enterprise SaaS go-to-market or customer-facing roles, ability to surface risk signals and guide mitigations, and a bachelor’s degree (advanced degrees or AI strategy/PM certifications preferred). Zendesk offers a hybrid work model, is an equal opportunity employer, and may use AI in screening applications; accommodations are provided for applicants with disabilities.