Job Description
At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.
We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. Our rapid innovation and AI leadership have earned the trust of thousands of forward-thinking businesses.
As a Solutions Consultant you’ll play a vital role in shaping the next era of customer engagement. By partnering with customers and teams, you’ll design and showcase innovative solutions that address real-world challenges and unlock lasting value. Your expertise will help leading brands build powerful, people-first experiences driving measurable impact across every interaction.
What You’ll Be Doing:
- Lead technical & business discovery & solution design: Conduct discovery sessions to understand customer pain points and long term strategy, assess AI readiness, and design tailored, compliant demos, pilots, and proofs of concept.
- Architect AI-powered CX solutions: Translate complex AI/ML capabilities such as chatbots, automation orchestration, and predictive analytics into clear, outcome driven value stories that resonate with executives and technical teams alike.
- Integrate & scale: Build seamless integrations leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) to deliver secure, scalable deployments.
- Collaborate & influence: Partner with Sales, Product, Engineering, and Customer Success to co-create customer-centric solution strategies that align with evolving market needs and influence Zendesk’s roadmap.
- Drive business impact: Convert AI analytics and automation KPIs into actionable business insights, helping customers measure ROI, enhance satisfaction, and increase efficiency.
- Champion AI adoption: Collaborate with Customer Success to drive AI adoption through value realisation initiatives and continued promotion of new AI capabilities.
- Stay ahead of the curve: Develop industry specific AI playbooks, stay current on CX, ES, and AI innovations, and represent Zendesk as a trusted thought leader through events, webinars, and community engagement.
What You Bring:
- 3+ years of presales or solutions consulting experience, or related experience in other fields,, in AI Solutions, SaaS, CX, or enterprise software environments.
- Strong understanding of web and scripting technologies and SaaS architectures.
- Hands-on experience designing and leading customer pilots, POCs (Proof of Concept), and AI-driven solution demonstrations.
- Knowledge of AI technologies such as LLMs, ChatGPT, NLP, MCP and automation frameworks.
- Familiarity with Customer Service software, ITSM, CCaas, Business Intelligence, Workforce Management, QA, or Integration middleware.
- Proven ability to translate technical capabilities into strategic business outcomes for senior stakeholders.
- Strong and engaging communication, presentation, and storytelling skills.
- Willingness and ability to travel as required.
Who You Are:
- Curious & adaptive learner: You stay ahead of emerging AI, automation, and CX innovations.
- Outcome-oriented: You focus on measurable impact, ROI, and customer success, not just technical delivery.
- Customer-centric: You empathise deeply with customers’ challenges and tailor solutions to their real-world needs.
- Collaborative & influential: You communicate clearly and build trust across technical and business audiences.
- Innovative problem solver: You approach challenges with creativity, leveraging AI to unlock new opportunities and efficiencies.
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 peopleandplaces@zendesk.com with your specific accommodation request.