Senior Solutions Consultant

The Senior Solutions Consultant plays a crucial role in guiding the technical and solution-oriented aspects of the Zendesk sales cycle, particularly focusing on the transformative impact of artificial intelligence (AI) on customer and employee experience. This role requires a strong understanding of the application of AI technologies, such as LLMs and ChatGPT, and the ability to communicate innovative concepts to a diverse range of stakeholders, including those at the C-level and director level.

Working alongside Sales, Marketing, Product Managers, and a broad cross-functional team, the SC acts as a vital technical link between our Sales team and prospective clients. Responsibilities include managing technical engagements, coordinating the involvement of subject matter experts and owning relationships with customer stakeholders. A key focus is on evaluating how AI can sustainably enhance customer interactions and deliver real business value.

Requirements

• Over 5 years of Presales experience with an emphasis on AI's impact.

• Deep understanding of AI's role in reshaping customer service, especially using technologies like LLMs and ChatGPT.

• Expertise in AI, Automation, and Bots, focusing on practical applications in Customer Service Software, ITSM, Data Warehousing, Business Intelligence, and more.

• In-depth knowledge of SaaS Business applications.

• Proficiency in web/scripting technologies, including HTML, CSS, JavaScript, JSON.

• Strong interpersonal, communication, persuasion, presentation, and writing skills to effectively discuss AI's benefits and challenges across diverse audiences.

• Experience in managing customer pilots and Proof of Concepts, focusing on AI's capabilities and value.

• Experience aligning RFI/RFP requirements with AI-driven software solutions.

• Excellent problem-solving skills to meet diverse business needs with precise technical solutions.

• Proficiency in solution scoping and influencing product development with a focus on diverse AI considerations.

• A Bachelor’s degree or equivalent experience; a graduate degree is a plus.

• Willingness to travel to customer sites.

• Strong passion, exceptional people skills, and the ability to independently manage multiple complex projects while encouraging diverse participation.

Desired Skills

• Prior consulting experience with a focus on delivering AI-led enterprise software solutions.

• Domain expertise in specific industries.

• Familiarity with CCaaS and related technologies.

• Experience facilitating Design-Based Thinking sessions focused on AI's role and diverse user needs.

• Ability to develop reference architectures that support client solutions.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. 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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (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, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.