Senior Solutions Consultant

Zendesk • San Francisco, CA

8d • Hybrid

About The Position

Zendesk is hiring a Senior Solutions Consultant to help leading brands modernize contact center and customer experience operations using its AI-powered platform. The role serves as a trusted technical advisor and thought leader, guiding customers through complex challenges and designing scalable solutions that support measurable business outcomes. The consultant works closely with Sales, Product, Engineering, and Customer Success to shape customer strategies, support growth, and contribute to product and go-to-market direction.

The position owns technical engagement across the sales cycle, from discovery and qualification through solution design and pilot execution. It includes assessing AI readiness, developing tailored demonstrations and proofs of value, explaining AI and machine-learning capabilities to audiences ranging from IT teams to executives, and designing secure integrations with APIs, middleware, telephony systems, and cloud platforms. The consultant also uses analytics to demonstrate return on investment, collaborates on customer AI adoption, and stays current on developments in AI, automation, customer experience, and employee experience technologies.

The role is hybrid and requires attendance at a local office for part of the week; the schedule is determined by the hiring manager. Travel is required as needed. The US annualized OTE range is $226,000–$338,000, with an 80/20 base-to-commission pay mix. The role may also be eligible for bonus, benefits, or related incentives. Zendesk may use AI or automated decision systems to screen or evaluate applicants. Zendesk is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.

Requirements

• At least 5 years of presales or solutions consulting experience in SaaS, customer experience, enterprise software, or equivalent environments.
• Strong knowledge of web and scripting technologies and SaaS architectures.
• Experience designing and executing customer pilots and proofs of concept that demonstrate business value.
• Deep understanding of AI technologies, including LLMs, ChatGPT, NLP, and MCP automation frameworks, and their practical applications in customer experience.
• Expertise in one or more of the following: CCaaS, customer service software, ITSM, business intelligence, workforce management, or integration and middleware.
• Strong analytical and storytelling abilities, including the ability to connect technical capabilities to strategic business impact.
• Excellent interpersonal, communication, presentation, and writing skills.
• Bachelor’s degree or equivalent work experience.
• Willingness and ability to travel as required.

Nice To Haves

• Graduate degree.
• Experience in CCaaS, customer service software, ITSM, business intelligence, workforce management, or integration and middleware, if not already covered by required expertise.

Responsibilities

• Conduct customer discovery sessions, assess AI readiness, and design tailored demonstrations and proofs of value.
• Translate AI and machine-learning capabilities—including automation, conversational bots, predictive analytics, and orchestration—into business-focused narratives for technical and executive audiences.
• Own technical engagement throughout the sales cycle, from qualification and solution design through pilot execution, ensuring alignment with customer goals and compliance standards.
• Architect secure, scalable solutions using Zendesk APIs, middleware, telephony systems, and cloud platforms such as AWS, Azure, and GCP.
• Collaborate across functions to align customer needs with the product roadmap, influence product innovation, and support a unified go-to-market strategy.
• Use analytics and AI performance metrics, including sentiment analysis, ticket deflection, and time-to-resolution, to demonstrate ROI and guide continuous improvement.
• Work with Customer Success to support AI adoption through value-realization initiatives and promotion of new AI capabilities.
• Build expertise in AI, automation, and evolving customer experience and employee experience technologies, and share insights that position Zendesk as a market thought leader.

Benefits

• The position may be eligible for bonus, benefits, or related incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior