Solutions Consultant

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Zendesk

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SaaS • B2B • Customer Support

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

📋 Description

• Lead technical & business discovery & solution design: Conduct discovery sessions to understand customer pain points and long term strategy, assess AI readiness, and design tailored, compliant demos, pilots, and proofs of concept. • Architect AI-powered CX solutions: Translate complex AI/ML capabilities such as chatbots, automation orchestration, and predictive analytics into clear, outcome driven value stories that resonate with executives and technical teams alike. • Integrate & scale: Build seamless integrations leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) to deliver secure, scalable deployments. • Collaborate & influence: Partner with Sales, Product, Engineering, and Customer Success to co-create customer-centric solution strategies that align with evolving market needs and influence Zendesk’s roadmap. • Drive business impact: Convert AI analytics and automation KPIs into actionable business insights, helping customers measure ROI, enhance satisfaction, and increase efficiency. • 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: Develop industry specific AI playbooks, stay current on CX, ES, and AI innovations, and represent Zendesk as a trusted thought leader through events, webinars, and community engagement.

🎯 Requirements

• 3+ years of presales or solutions consulting experience, or related experience in AI Solutions, SaaS, CX, or enterprise software environments • Strong understanding of web and scripting technologies and SaaS architectures • Hands-on experience designing and leading customer pilots, POCs (Proof of Concept), and AI-driven solution demonstrations • Knowledge of AI technologies such as LLMs, ChatGPT, NLP, MCP and automation frameworks • Familiarity with Customer Service software, ITSM, CCaas, Business Intelligence, Workforce Management, QA, or Integration middleware • Proven ability to translate technical capabilities into strategic business outcomes for senior stakeholders • Strong and engaging communication, presentation, and storytelling skills • Willingness and ability to travel as required.

🏖️ Benefits

• Flexible working arrangements • Professional development opportunities • Paid time off • Health insurance