- Company Name
- Zendesk
- Job Title
- Senior Solutions Consultant
- Job Description
-
Job Title: Senior Solutions Consultant
Role Summary:
Senior Solutions Consultant drives AI‑enabled CX and ES strategies for enterprise clients, conducting technical discovery, designing scalable integrations, leading pilot programs, and translating AI capabilities into business value. The role bridges sales, product, engineering, and customer success to architect secure, cloud‑based solutions that improve operational KPIs and accelerate AI adoption.
Expectations:
* Partner with sales to secure and qualify opportunities.
* Own the end‑to‑end technical consulting engagement from discovery to deployment.
* Deliver compelling demos, POCs, and ROI analyses that influence executive decision‑making.
* Sustain continuous improvement of enablement materials, solution playbooks, and AI use cases.
Key Responsibilities:
* Lead discovery sessions, assess AI readiness, and craft tailored proof‑of‑value scenarios.
* Design AI‑driven CX and ES solutions using automation, conversational bots, and predictive analytics.
* Engineer secure, high‑scale integrations with Zendesk APIs, middleware, telephony, and AWS/Azure/GCP environments.
* Drive the technical sales cycle, ensuring solutions meet compliance and performance standards.
* Collaborate with cross‑functional teams to align insights with product roadmap and GTM strategy.
* Measure solution impact with analytics (ticket deflection, sentiment, time‑to‑resolution) and report ROI to stakeholders.
* Champion AI adoption post‑sale through value‑realization initiatives.
* Keep abreast of AI, automation, and CX/ES trends, sharing next‑generation ideas within the company.
Required Skills:
* 5+ years presales/solutions consulting in SaaS, CX, or enterprise software.
* Deep knowledge of web/scripting technologies and SaaS architecture.
* Proven track record designing and executing customer pilots and POCs.
* Expertise in AI technologies (LLMs, ChatGPT, NLP, MCP automation) and applications in CX.
* Strong understanding of CCaaS, Customer Service software, ITSM, BI, Workforce Management, or Integration & Middleware.
* Excellent analytical, storytelling, presentation, and writing capabilities.
* Strong interpersonal and stakeholder‑management skills.
Required Education & Certifications:
* Bachelor’s degree in Computer Science, Engineering, Business or equivalent work experience (graduate degree a plus).
* Ability and willingness to travel as required.