Zendesk is seeking a Senior Solutions Consultant to lead AI-powered CX and ES initiatives, acting as a trusted technical advisor and collaborating with Sales, Product, Engineering, and Customer Success to turn ambitious goals into scalable, measurable outcomes. You’ll conduct technical and business discovery, design tailored demos and proofs of value, architect AI-driven solutions, own the end-to-end technical engagement through pilots, and integrate secure, scalable architectures using Zendesk APIs, middleware, telephony, and cloud platforms while aligning with the product roadmap and ROI metrics. The role requires 5+ years of presales/solutions consulting in SaaS/CX or enterprise software, strong web/scripting and SaaS architecture knowledge, experience with pilots/POCs, deep AI expertise (LLMs, NLP, automation), and domain knowledge in CCaaS/CS software/ITSM/BI/WFM or middleware, plus willingness to travel. Ideal candidates are strategic, technically fluent, collaborative influencers who are customer-obsessed, able to translate data into business insights, and capable of creatively solving problems with technology. Zendesk emphasizes its mission in customer experience, offers hybrid work, and is an AA/EEO employer committed to diversity and inclusion, with transparency about AI-based screening and accommodations for applicants.
