At a Glance
- Tasks: Lead the charge in transforming customer experiences with AI-driven solutions.
- Company: Join Zendesk, a leader in revolutionising customer service and employee experience.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture focused on inclusivity and continuous learning.
- Why this job: Be at the forefront of innovation, shaping how brands connect with their customers.
- Qualifications: 5+ years in presales or solutions consulting, with a strong grasp of AI technologies.
The predicted salary is between 60000 - 80000 £ per year.
At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies. We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. Our rapid innovation and AI leadership have earned the trust of thousands of forward-thinking businesses.
As a trusted advisor and technical thought leader, you’ll take the lead in navigating complex customer challenges and deliver innovative, scalable solutions that turn ambitious goals into measurable results. Working closely with Sales, Product, Engineering, and Customer Success, you’ll architect strategies that drive operational excellence, empower customer growth, and set new standards for service in a rapidly evolving landscape.
What You’ll Be Doing:- Lead technical & business discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
- Architect AI-driven CX & ES solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
- Drive technical strategy through the sales cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring that each solution aligns with customer goals and compliance standards.
- Integrate & scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
- Collaborate & influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
- Measure & optimise impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
- 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: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.
- 5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
- Strong knowledge of web/scripting technologies and SaaS architectures.
- Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value.
- Deep understanding of AI technologies (LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical applications in CX.
- Expertise in one or more of the following domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
- Strong analytical and storytelling abilities. Able to connect technical capabilities to strategic business impact.
- Excellent interpersonal, communication, presentation, and writing skills.
- Bachelor’s degree or equivalent work experience (graduate degree a plus).
- Willingness and ability to travel as required.
- Strategic & consultative: You think beyond features. Framing solutions around measurable customer outcomes.
- Technically fluent: You have a deep curiosity for how AI and automation are reshaping customer experience.
- Collaborative influencer: You work seamlessly across functions, aligning teams and earning stakeholder trust.
- Customer-obsessed: You listen deeply, empathise authentically, and design with the customer at the centre.
- Analytical storyteller: You turn data and metrics into compelling business insights.
- Innovative problem solver: You approach challenges creatively leveraging technology to unlock new opportunities and value.
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Senior Sales Engineer employer: Zendesk Group
At Zendesk, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the realm of Customer Experience. Our inclusive work culture fosters personal and professional growth, offering employees the chance to engage with cutting-edge AI technologies while working in a hybrid environment that balances flexibility with meaningful in-person connections. With a commitment to diversity and employee well-being, Zendesk provides a supportive atmosphere where every team member can thrive and contribute to transformative solutions for leading brands worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Sales Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Zendesk on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Senior Sales Engineer role.
✨Tip Number 2
Prepare for the interview by diving deep into Zendesk’s AI capabilities. Familiarise yourself with their products and think of how you can leverage your experience to solve customer challenges using their platform.
✨Tip Number 3
Showcase your storytelling skills during interviews. Be ready to share examples of how you've turned complex technical solutions into clear business outcomes, just like Zendesk does with their customer success stories.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Zendesk team.
We think you need these skills to ace Senior Sales Engineer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Sales Engineer role. Highlight your experience with AI technologies and how you've tackled customer challenges in the past. We want to see how you can bring value to Zendesk!
Showcase Your Technical Skills:Don’t shy away from flaunting your technical expertise! Mention your knowledge of SaaS architectures, web/scripting technologies, and any relevant projects you've worked on. This is your chance to shine as a technically fluent candidate.
Tell Your Story:Use your application to weave a narrative about your career journey. How have your experiences shaped your approach to customer service and solutions consulting? We love analytical storytellers who can connect the dots between tech and business impact.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Zendesk Group
✨Know Your Tech Inside Out
As a Senior Solutions Consultant, you'll need to be fluent in AI technologies and SaaS architectures. Brush up on your knowledge of LLMs, ChatGPT, and automation frameworks. Be ready to discuss how these technologies can solve customer challenges and drive measurable outcomes.
✨Master the Art of Storytelling
Your ability to connect technical capabilities to strategic business impact is crucial. Prepare examples of how you've turned data into compelling narratives that resonate with diverse audiences, from IT teams to C-suite executives. This will showcase your analytical storytelling skills.
✨Collaborate Like a Pro
Zendesk values cross-functional collaboration. Think of instances where you've worked seamlessly with sales, product, or engineering teams. Be prepared to share how you influenced stakeholders and aligned customer needs with product roadmaps during your previous roles.
✨Showcase Your Customer Obsession
Demonstrating a deep understanding of customer needs is key. Prepare to discuss how you've listened to customers, empathised with their challenges, and designed solutions that put them at the centre. Highlight any initiatives you've led that drove AI adoption and value realisation.
