Senior Solutions Consultant

Zendesk • San Francisco, CA

1d • $226,000 - $338,000 • Hybrid

About The Position

At Zendesk, the Senior Solutions Consultant (described in the posting as a Senior Sales Engineer) serves as a trusted advisor and technical thought leader, helping leading brands use Zendesk’s AI-powered platform to address complex customer experience (CX) and employee services (ES) challenges. The role partners closely with Sales, Product, Engineering, and Customer Success to architect scalable solutions that support operational excellence, customer growth, and measurable business outcomes.

The position leads customer discovery and AI readiness assessments; develops tailored demonstrations and proofs of value; and translates AI and machine-learning capabilities into business-focused recommendations for technical and executive audiences. It owns technical engagement through the sales cycle, from qualification and solution design through pilot execution, ensuring solutions align with customer goals and compliance standards. The role also designs secure integrations using Zendesk APIs, middleware, telephony systems, and cloud platforms, and uses analytics to demonstrate return on investment and guide ongoing improvement and AI adoption.

This is a hybrid role requiring attendance at a local office for part of the week, with the specific schedule determined by the hiring manager. The role requires travel as needed. The US annualized OTE range is $226,000–$338,000, with an 80/20 base/commission mix. The position may also be eligible for bonus, benefits, or related incentives.

Requirements

• At least 5 years of presales or solutions consulting experience in SaaS, CX, enterprise software, or equivalent experience in similar 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 CX applications.
• 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.
• Expertise across additional listed domains: CCaaS, customer service software, ITSM, business intelligence, workforce management, or integration and middleware.

Responsibilities

• Lead technical and business discovery sessions, assess customer AI readiness, and create tailored demonstrations and proofs of value.
• Design AI-driven CX and ES solutions, translating AI and machine-learning capabilities 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 cross-functionally to align customer needs with Zendesk’s product roadmap, influence future product innovation, and support a unified go-to-market strategy.
• Use Zendesk analytics and AI performance metrics, including sentiment analysis, ticket deflection, and time-to-resolution, to demonstrate ROI and inform continuous improvement.
• Work with Customer Success to advance AI adoption through value realization initiatives and promotion of new AI capabilities.
• Continuously develop expertise in AI, automation, and CX and ES technologies, and share insights that position Zendesk as a market thought leader.

Benefits

• The position may be eligible for benefits, bonus, or related incentives; specific benefits are not listed.

What This Job Offers

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