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- 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.
- Why this job: Be at the forefront of innovation, shaping how brands engage with customers.
- Qualifications: 5+ years in solutions consulting, strong tech skills, and a passion for AI.
- Other info: Collaborative culture with a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ 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 We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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 Solutions Consultant employer: Zendesk, Inc.
Contact Detail:
Zendesk, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Solutions Consultant
✨Tip Number 1
Network like a pro! Reach out to current or former Zendesk employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior Solutions Consultant role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by diving deep into Zendesk’s AI capabilities. Familiarise yourself with their products and think of ways you can contribute to their mission of revolutionising customer experience. Show them you’re not just another candidate, but someone who’s genuinely excited about what they do!
✨Tip Number 3
Practice your storytelling skills! You’ll need to connect technical solutions to business outcomes, so craft compelling narratives around your past experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to showcase your collaborative spirit! Zendesk values teamwork, so be ready to discuss how you've worked cross-functionally in the past. Highlight specific examples where you influenced stakeholders and drove successful outcomes together.
We think you need these skills to ace Senior Solutions Consultant
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Solutions Consultant 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 Storytelling Skills: As an analytical storyteller, it's crucial to connect your technical skills to business outcomes. Use examples from your previous roles to illustrate how you've turned data into actionable insights. This will resonate well with us at Zendesk!
Be Authentic: When writing your application, let your personality shine through! We appreciate candidates who are genuine and passionate about customer experience. Share your thoughts on how AI is reshaping the industry and why you're excited about this opportunity.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application gets the attention it deserves and allows us to process it efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Zendesk, Inc.
✨Know Your AI Inside Out
As a Senior Solutions Consultant, you'll need to demonstrate a strong understanding of AI technologies and their applications in customer experience. Brush up on concepts like LLMs, ChatGPT, and NLP, and be ready to discuss how these can solve real-world problems for clients.
✨Master the Art of Storytelling
Your ability to connect technical capabilities to strategic business impact is crucial. Prepare to share compelling narratives that illustrate how your solutions have driven measurable results in past roles. Use data and metrics to back up your stories!
✨Collaborate Like a Pro
Zendesk values cross-functional collaboration, so be prepared to discuss how you've worked with different teams in the past. Highlight your experience in aligning customer needs with product roadmaps and influencing stakeholders to achieve common goals.
✨Prepare for Technical Discovery
You'll be leading technical and business discovery sessions, so practice asking insightful questions that uncover customer challenges. Think about how you can perform AI readiness assessments and design tailored demos that showcase Zendesk’s unique value.
