Senior Solutions Consultant

Zendesk

Senior Solutions Consultant at Zendesk focusing on AI-driven customer experience solutions. Collaborating with teams to deliver impactful service strategies and measurable results.

Posted 5/15/2026full-timeRemote • New York, Washington • 🇺🇸 United StatesSenior💰 $188,000 - $282,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformITSM

About the role

Key responsibilities & impact

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

What you’ll need

5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software environments, or equivalent experience in similar 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.
Demonstrable domain expertise in one or more Vertical Industries.
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

Comp & perks

Flexible work arrangements
Professional development opportunities
Bonuses
Health insurance
Retirement plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI technologiesML capabilitiesweb technologiesscripting technologiesSaaS architecturesNLPMCP automation frameworksZendesk APIspredictive analyticsautomation

Soft Skills

analytical abilitiesstorytellinginterpersonal skillscommunication skillspresentation skillswriting skillsinfluencingcollaborationstrategic thinkingcustomer engagement

Certifications

Bachelor’s degreegraduate degree