[Remote] Senior Solutions Consultant
Note: The job is a remote job and is open to candidates in USA. Zendesk is revolutionizing Customer Experience and Employee Services through their unified Resolution Platform powered by AI and cloud technologies. As a Senior Solutions Consultant, you will lead the transformation of how brands leverage Zendesk’s platform by addressing complex customer challenges and delivering innovative solutions.
Responsibilities
- 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 & Optimize 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 realization 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
Skills
- 5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software environments, or equivalent experience in similar 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
- Demonstrable domain expertise in one or more Vertical Industries
- 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
Benefits
- This position may also be eligible for bonus, benefits, or related incentives.
- 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 people the flexibility to work remotely for part of the week.
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