Job Description: 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. Own the end-to-end technical engagement, from qualification and design through pilot execution. Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation. Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy. Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement. Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities. Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader. Requirements: 5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software environments, or equivalent experience in similar 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. Excellent interpersonal, communication, presentation, and writing skills. Bachelor’s degree or equivalent work experience (graduate degree a plus). Benefits: bonus benefits health insurance professional development opportunities flexible working arrangements #J-18808-Ljbffr
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