Description:
As a Solutions Consultant you’ll play a vital role in shaping the next era of customer engagement. By partnering with customers and teams, you’ll design and showcase innovative solutions that address real-world challenges and unlock lasting value. Your expertise will help leading brands build powerful, people-first experiences driving measurable impact across every interaction.
What You’ll Be Doing
- 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.
What You Bring
- 3+ years of presales or solutions consulting experience, or related experience in other fields,, 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.