CX AI Sales Specialist

Zoom

9d • Remote

About The Position

About the Role The CX AI Sales Specialist is a customer-focused pre-sales professional responsible for understanding customer goals, identifying AI opportunities, and designing intelligent customer journeys that deliver measurable outcomes. You will collaborate closely with Account Executives, CX Specialists, Solution Consultants, and Forward Deployed Engineers to shape AI-driven customer experiences — focusing on discovery, design, and value articulation rather than technical build or demo execution. What You’ll Do 1. Pre-Sales Discovery & Solution Design Lead discovery sessions and workshops to uncover customer goals, challenges, and desired outcomes. Map current (“as-is”) and future (“to-be”) customer journeys, identifying where AI agents can enhance experience and efficiency. Translate customer insights into clear solution recommendations and design concepts that guide technical teams in building and demonstrating solutions. Define pilot scope, success metrics, and phased rollout strategies aligned with customer and GTM objectives. Collaborate with Solution Consultants and Engineers to ensure proposed designs are feasible, scalable, and aligned with customer needs. 2. Sales Enablement & Value Articulation Partner with sales teams to qualify opportunities and position AI CX solutions effectively within the customer’s business context. Apply consultative and value-based selling techniques to articulate the business impact of AI-driven customer experiences, building trusting customer relationships to drive ongoing upsell opportunities. Support the creation of tailored proposals, presentations, and narratives that connect AI capabilities to measurable business outcomes. Evangelize Zoom’s AI and Virtual Agent capabilities across internal teams and customer stakeholders, ensuring consistent messaging and understanding. 3. Design Handoff & Alignment Ensure seamless handoff of designed solutions to post-sales and Professional Services teams, clearly documenting customer objectives, success criteria, and design intent. Facilitate alignment sessions between pre-sales and post-sales teams to eliminate gaps in understanding of customer goals and expected outcomes. Maintain visibility through the transition phase to confirm that design fidelity and customer expectations are preserved. 4. Cross-Functional Collaboration Work with Product, Engineering, and Enablement teams to represent customer needs and influence roadmap priorities. Partner with Professional Services to ensure smooth transition from pre-sales design to implementation.

Requirements

• Deep expertise in conversational AI, generative AI, agentic AI, and AI-driven customer experiences.
• Proven experience in pre-sales solution design, CX consulting, or AI sales enablement.
• Ability to translate technical AI concepts into business value narratives.
• Strong understanding of virtual agent technologies and experience working at market leading virtual agent technology companies.
• Ability to confidently discuss AI agent architectures, prompt strategies, and integration approaches.
• Excellent facilitation, storytelling, and consultative communication skills.
• Familiarity with CRM systems (Salesforce, Dynamics) and sales methodologies.
• Comfortable operating in fast-paced, customer-facing environments with evolving priorities.

Nice To Haves

• 6+ years of experience in CX, AI, or automation solution sales.
• 3+ years of experience in Contact Center or Virtual Agent solution design.
• Experience leading customer workshops, journey mapping, and AI opportunity assessments.

Responsibilities

• Pre-Sales Discovery & Solution Design Lead discovery sessions and workshops to uncover customer goals, challenges, and desired outcomes.
• Map current (“as-is”) and future (“to-be”) customer journeys, identifying where AI agents can enhance experience and efficiency.
• Translate customer insights into clear solution recommendations and design concepts that guide technical teams in building and demonstrating solutions.
• Define pilot scope, success metrics, and phased rollout strategies aligned with customer and GTM objectives.
• Collaborate with Solution Consultants and Engineers to ensure proposed designs are feasible, scalable, and aligned with customer needs.
• Partner with sales teams to qualify opportunities and position AI CX solutions effectively within the customer’s business context.
• Apply consultative and value-based selling techniques to articulate the business impact of AI-driven customer experiences, building trusting customer relationships to drive ongoing upsell opportunities.
• Support the creation of tailored proposals, presentations, and narratives that connect AI capabilities to measurable business outcomes.
• Evangelize Zoom’s AI and Virtual Agent capabilities across internal teams and customer stakeholders, ensuring consistent messaging and understanding.
• Ensure seamless handoff of designed solutions to post-sales and Professional Services teams, clearly documenting customer objectives, success criteria, and design intent.
• Facilitate alignment sessions between pre-sales and post-sales teams to eliminate gaps in understanding of customer goals and expected outcomes.
• Maintain visibility through the transition phase to confirm that design fidelity and customer expectations are preserved.
• Work with Product, Engineering, and Enablement teams to represent customer needs and influence roadmap priorities.
• Partner with Professional Services to ensure smooth transition from pre-sales design to implementation.

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.
• Click Learn for more information.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed