Zendesk

Solutions Consultant – Public Sector

Zendesk

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois, Minnesota, Missouri, Montana, Nevada • 🇺🇸 United States

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Salary

💰 $119,000 - $179,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudGoogle Cloud PlatformITSM

About the role

  • 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.

Requirements

  • 3+ years of presales or solutions consulting experience in SaaS, CX, CCaaS, AI, enterprise software environments, or equivalent experience in similar environments.
  • Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value.
  • 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.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI technologiesML capabilitiespredictive analyticsZendesk APIsmiddlewaretelephony systemscloud platformssentiment analysisticket deflectiontime-to-resolution
Soft skills
analytical abilitiesstorytellinginterpersonal skillscommunication skillspresentation skillswriting skillscollaborationinfluencestrategic thinkingcustomer engagement
Certifications
Bachelor’s degreegraduate degree