Zendesk’s Senior Solutions Consultant role centers on leading technical and business discovery, designing tailored AI-powered CX/ES solutions, and owning the end-to-end technical engagement from qualification through pilots to deliver measurable results.
The job requires architecting secure, scalable integrations using Zendesk APIs, middleware, telephony, and cloud platforms (AWS, Azure, GCP) and collaborating across Sales, Product, Engineering, and Customer Success to align with customer goals and compliance.
You’ll measure impact with Zendesk analytics and AI performance metrics, demonstrate ROI, promote AI adoption with Customer Success, and continuously evolve as AI and CX/ES technologies advance.
Ideal candidates have 5+ years of presales or solutions consulting in SaaS or CX, strong web and SaaS architecture knowledge, experience running pilots/POCs, deep AI understanding (LLMs, NLP), and domain expertise in CCaaS, ITSM, BI, WFM, or related areas, plus excellent storytelling and communication and willingness to travel.
Zendesk emphasizes a hybrid, inclusive culture, its commitment to diversity and equal opportunity, notes that AI may screen applicants, and offers accommodations for applicants with disabilities.
