Overview
Solutions Consultant At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by AI, data, and transformative cloud technologies. Job Description Solutions Consultant at Zendesk helps leading brands leverage Zendesk’s AI-powered platform to transform CX and ES. You’ll work with Sales, Product, Engineering, and Customer Success to design strategies that drive operational excellence, empower customer growth, and set new service standards in a rapidly evolving landscape. What You’ll Be Doing
Lead Technical & Business Discovery: conduct 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 AI/ML capabilities (automation, bots, predictive analytics) into clear, business-focused narratives; stay ahead of evolving AI tools. Drive Technical Strategy Through the Sales Cycle: own the end-to-end technical engagement from qualification and design through pilot execution, ensuring alignment with customer goals and compliance standards. Integrate & Scale: architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) to enable seamless workflows and automation. Collaborate & Influence: work cross-functionally to align customer needs with Zendesk’s product roadmap and 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 ongoing promotion of AI capabilities. What You Bring
3+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments. AI Fluency & Practicality: deep understanding of AI technologies (LLMs, ChatGPT, NLP) and how to apply them to increase productivity and solution creativity. Modern Prototyping Skills: ability to build customer pilots and proofs of concept using AI-assisted tools or lightweight approaches that demonstrate business value. Expertise in Core Domains: strong knowledge of web/scripting technologies and SaaS architectures; experience in CCaaS, Customer Service software, ITSM, BI, or Integration & Middleware. Analytical Storytelling: excellent interpersonal, communication, and presentation skills; able to connect technical capabilities to strategic business impact. Education: Bachelor’s degree or equivalent work experience (graduate degree a plus). Flexibility: willingness and ability to travel as required. Who You Are
Innovative Problem Solver: you approach challenges creatively, leveraging the latest technology to unlock value. Technically Fluent: you have curiosity about how AI and automation reshape customer service. Strategic & Consultative: you frame solutions around measurable customer outcomes. Customer-Obsessed: you listen deeply and design with the customer at the center. Collaborative Influencer: you work across functions to align teams and earn stakeholder trust. The Intelligent Heart Of Customer Experience
Zendesk software brings calm to the chaotic world of customer service. We power billions of conversations with brands you know and love. Zendesk is committed to a fulfilling and inclusive experience. Our hybrid work policy enables in-person collaboration at offices worldwide while allowing remote work part of the week. As part of our commitment to fairness and transparency, we inform all applicants that AI or automated decision systems may be used to screen or evaluate applications for this position, in accordance with company guidelines and applicable law. Zendesk is an equal opportunity employer. We strive for global diversity, equity, and inclusion. We prohibit discrimination based on protected characteristics and status. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and want information about EEO rights, please click here. Zendesk provides reasonable accommodations for applicants with disabilities and disabled veterans upon request; contact peopleandplaces@zendesk.com with accommodation requests.
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Solutions Consultant At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by AI, data, and transformative cloud technologies. Job Description Solutions Consultant at Zendesk helps leading brands leverage Zendesk’s AI-powered platform to transform CX and ES. You’ll work with Sales, Product, Engineering, and Customer Success to design strategies that drive operational excellence, empower customer growth, and set new service standards in a rapidly evolving landscape. What You’ll Be Doing
Lead Technical & Business Discovery: conduct 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 AI/ML capabilities (automation, bots, predictive analytics) into clear, business-focused narratives; stay ahead of evolving AI tools. Drive Technical Strategy Through the Sales Cycle: own the end-to-end technical engagement from qualification and design through pilot execution, ensuring alignment with customer goals and compliance standards. Integrate & Scale: architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) to enable seamless workflows and automation. Collaborate & Influence: work cross-functionally to align customer needs with Zendesk’s product roadmap and 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 ongoing promotion of AI capabilities. What You Bring
3+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments. AI Fluency & Practicality: deep understanding of AI technologies (LLMs, ChatGPT, NLP) and how to apply them to increase productivity and solution creativity. Modern Prototyping Skills: ability to build customer pilots and proofs of concept using AI-assisted tools or lightweight approaches that demonstrate business value. Expertise in Core Domains: strong knowledge of web/scripting technologies and SaaS architectures; experience in CCaaS, Customer Service software, ITSM, BI, or Integration & Middleware. Analytical Storytelling: excellent interpersonal, communication, and presentation skills; able to connect technical capabilities to strategic business impact. Education: Bachelor’s degree or equivalent work experience (graduate degree a plus). Flexibility: willingness and ability to travel as required. Who You Are
Innovative Problem Solver: you approach challenges creatively, leveraging the latest technology to unlock value. Technically Fluent: you have curiosity about how AI and automation reshape customer service. Strategic & Consultative: you frame solutions around measurable customer outcomes. Customer-Obsessed: you listen deeply and design with the customer at the center. Collaborative Influencer: you work across functions to align teams and earn stakeholder trust. The Intelligent Heart Of Customer Experience
Zendesk software brings calm to the chaotic world of customer service. We power billions of conversations with brands you know and love. Zendesk is committed to a fulfilling and inclusive experience. Our hybrid work policy enables in-person collaboration at offices worldwide while allowing remote work part of the week. As part of our commitment to fairness and transparency, we inform all applicants that AI or automated decision systems may be used to screen or evaluate applications for this position, in accordance with company guidelines and applicable law. Zendesk is an equal opportunity employer. We strive for global diversity, equity, and inclusion. We prohibit discrimination based on protected characteristics and status. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and want information about EEO rights, please click here. Zendesk provides reasonable accommodations for applicants with disabilities and disabled veterans upon request; contact peopleandplaces@zendesk.com with accommodation requests.
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