Senior Solutions Consultant

🕒 2 dias atrás

🗽 New York – Remoto

🗽 New York – Remote

💵 $188.000 - $282.000 / ano

⏰ Tempo Integral

🟠 Sênior

💻 Engenheiro de Soluções

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Zendesk

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

☁️ SaaS

🤝 B2B

💰 Grant em 2019-09

SaaS • B2B • Customer Support

A Zendesk é uma empresa que oferece um conjunto abrangente de soluções de atendimento ao cliente e vendas. Entre suas ofertas estão messaging, live chat, automação com IA, privacidade e proteção de dados e um workspace do agente, todas projetadas para aprimorar a experiência do cliente e as operações de suporte. Sua plataforma foi concebida para ser flexível e escalável, atendendo empresas de todos os portes, incluindo pequenos negócios, startups e grandes corporações. A Zendesk enfatiza a importância de fluxos de trabalho integrados e de interações personalizadas com o cliente, aproveitando dados de clientes e IA para aumentar a eficiência do serviço. Além disso, oferece serviços profissionais, recursos de treinamento e coloca forte ênfase em diversidade, inclusão e sustentabilidade.

Descrição

• 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. • Own the end-to-end technical engagement, from qualification and design through pilot execution. • Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation. • Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy. • Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement. • Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities. • Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

🎯 Requisitos

• 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. • Excellent interpersonal, communication, presentation, and writing skills. • Bachelor’s degree or equivalent work experience (graduate degree a plus).

🏖️ Benefícios

• bonus • benefits • health insurance • professional development opportunities • flexible working arrangements