Solutions Consultant
Zendesk
full-time
Posted on:
Location Type: Remote
Location: Germany
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Tech Stack
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
- 5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software 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.
- Excellent interpersonal, communication, presentation, and writing skills.
- Bachelor’s degree or equivalent work experience (graduate degree a plus).
Benefits
- Health insurance
- 401(k) plan
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI technologiesML capabilitiesweb technologiesscripting technologiesSaaS architecturesNLPMCP automation frameworksZendesk APIspredictive analyticsautomation
Soft Skills
analytical abilitiesstorytellinginterpersonal skillscommunication skillspresentation skillswriting skillscollaborationinfluencestrategic thinkingcustomer engagement
Certifications
Bachelor’s degreegraduate degree