Senior Solutions Consultant
Zendesk
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Job Level
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 that 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 & optimise 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 realisation 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
- Excellent interpersonal, communication, presentation, and writing skills
- Bachelor’s degree or equivalent work experience (graduate degree a plus)
Benefits
- Flexible working hours
- Professional development opportunities
- Remote work options
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 skillscollaborationinfluencecustomer engagementcontinuous improvement
Certifications
Bachelor’s degreegraduate degree