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- Tasks: Lead innovative AI-driven customer experience solutions and engage with top brands.
- Company: Join Zendesk, a leader in transforming customer service with cutting-edge technology.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Shape the future of customer experience while working with advanced AI technologies.
- Qualifications: 7+ years in solutions consulting and strong technical skills in SaaS and AI.
- Other info: Collaborative environment with a focus on diversity, equity, and inclusion.
The predicted salary is between 80000 - 100000 £ per year.
At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Service (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 We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.
As a Principal Solutions Consultant you will serve as a trusted advisor, innovative strategist, and technical thought leader. Bridging business vision with cutting-edge technology, you’ll lead complex engagements, shaping how organisations harness AI-driven CX and ES solutions to transform operations and deliver measurable business value.
What You’ll Be Doing:
- Lead strategic solution design: Partner with Sales to architect transformative, AI-powered customer experience solutions that address business challenges and deliver measurable outcomes.
- Drive technical strategy across the sales cycle: Own the end-to-end technical engagement from discovery and design to proof of concept and executive presentations, positioning Zendesk as the customer’s platform of choice.
- Champion AI & automation: Translate advanced AI/ML capabilities into actionable CX strategies that increase efficiency, personalisation, and scalability.
- Influence product evolution: Leverage customer insights to inform product innovation, shape reference architectures, and influence future roadmap priorities across AI, automation and integration.
- Deliver executive-level engagements: Present complex technical concepts with clarity and credibility to C-suite and senior stakeholders, articulating the business value of Zendesk’s platform.
- Orchestrate cross-functional teams: Lead and coordinate virtual teams across Sales, Product, Professional Services, and Customer Success to ensure consistent strategy and flawless execution.
- Execute proofs of value & pilots: Scope, manage, and deliver high-impact pilots that validate value realisation and technical viability in large-scale environments.
- Integrate & scale: Design secure, scalable, cloud solutions leveraging Zendesk APIs, middleware and peripheral technologies.
- Promote thought leadership: Represent Zendesk as a domain expert – evangelising innovation in AI, CX, ES, and digital transformation through customer workshops, industry events and design-thinking sessions.
What You Bring:
- 7+ years of presales or solutions consulting experience in SaaS, enterprise software, or customer experience platforms.
- 3+ years leading large, strategic, and complex enterprise deals.
- Deep technical fluency with web/scripting technologies and SaaS architectures.
- Proven success in positioning the business value of technical solutions and the strategic role of Professional Services and Partners.
- Hands-on experience scoping, managing, and executing customer pilots or proofs of concept.
- Expertise in at least two of the following: Contact Center, Customer Service software, ITSM, Business Intelligence, Data Warehousing, Workforce Management, QA or Integration & Middleware.
- Strong understanding of AI and automation technologies and their impact on customer service transformation.
- Demonstrated ability to lead virtual teams to successful outcomes and build consensus across technical and business functions.
- Superior presentation, communication and storytelling skills – able to translate complexity into clarity for diverse audiences.
- Experience designing or influencing reference architectures to support enterprise-grade client solutions.
- Bachelor’s degree or equivalent experience (graduate degree is a plus).
- Willingness and ability to travel as required.
Who You Are:
- Strategic technologist: You see beyond features and functions, architecting solutions that drive long-term business value.
- AI-forward innovator: You’re passionate about the future of CX and ES, with a proven ability to leverage AI and automation to reimagine customer and employee engagement.
- Trusted advisor: You build credibility quickly with executives and guide customers through complex decisions with empathy and confidence.
- Collaborative leader: You thrive in cross-functional settings, aligning stakeholders and inspiring teams toward shared success.
- Analytical storyteller: You use data and insight to craft compelling narratives that connect technology to measurable outcomes.
- Execution-focused: You balance visionary thinking with the ability to deliver results on time, on point and at scale.
This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
Principal Solutions Consultant in London employer: Zendesk
Contact Detail:
Zendesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Solutions Consultant in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Principal Solutions Consultant role.
✨Tip Number 2
Prepare for those interviews by practising your storytelling skills. We want you to articulate how your experience aligns with Zendesk's mission. Make sure you can clearly explain how you've used AI and automation in past roles to drive customer experience.
✨Tip Number 3
Show off your thought leadership! Share insights on AI and customer experience trends on social media or in relevant forums. This will position you as a knowledgeable candidate and could catch the eye of hiring managers at Zendesk.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Principal Solutions Consultant in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Principal Solutions Consultant role. Highlight your experience with AI, customer experience solutions, and any relevant technical skills that align with what Zendesk is looking for.
Showcase Your Storytelling Skills: Since you'll be presenting complex ideas to C-suite executives, it's crucial to demonstrate your ability to communicate clearly. Use your application to tell a compelling story about your past experiences and how they relate to the role.
Highlight Collaborative Experiences: Zendesk values collaboration, so be sure to mention any cross-functional projects you've led or been a part of. Show us how you can inspire teams and align stakeholders towards common goals.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Zendesk
✨Know Your Tech Inside Out
As a Principal Solutions Consultant, you'll need to demonstrate deep technical fluency. Brush up on web/scripting technologies like HTML, CSS, and JavaScript, as well as AI and automation tools. Be ready to discuss how these can be leveraged in customer experience solutions.
✨Master the Art of Storytelling
Your ability to translate complex technical concepts into clear narratives is crucial. Prepare examples of how you've successfully communicated technical strategies to C-suite executives. Use data to back up your stories and show measurable outcomes.
✨Showcase Your Strategic Thinking
Zendesk is looking for someone who can architect solutions that drive long-term business value. Think about past experiences where you’ve led strategic engagements and be prepared to discuss how you approached solution design and execution.
✨Prepare for Collaborative Scenarios
This role requires leading cross-functional teams. Think of examples where you've successfully aligned stakeholders and inspired teams. Be ready to discuss how you manage virtual teams and ensure consistent strategy across different functions.