Senior Sales Engineer

At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Services (ES) through our unified Resolution Platform powered by AI, data, and transformative cloud technologies.

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 (automation, conversational bots, predictive analytics, 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.

What You Bring

• 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.
• Ability 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.

Who You Are

• Strategic & consultative: Think beyond features; frame solutions around measurable customer outcomes.
• Technically fluent: Curiosity for how AI and automation are reshaping customer experience.
• Collaborative influencer: Work seamlessly across functions, aligning teams and earning stakeholder trust.
• Customer‑obsessed: Listen deeply, empathise authentically, and design with the customer at the centre.
• Analytical storyteller: Turn data and metrics into compelling business insights.
• Innovative problem solver: Approach challenges creatively, leveraging technology to unlock new opportunities and value.

Zendesk is an equal opportunity employer, proudly fostering global diversity, equity, and inclusion.